Client Service Analyst - P2P

About Us

Established in 2018, Bybit is one of the world’s leading cryptocurrency exchanges and digital financial platforms, serving over 80 million users across more than 200 countries and regions. Powered by world-class technology and a user-first mindset, Bybit delivers a seamless ecosystem across trading, payments, wealth management, custody, institutional services, and Web3 — connecting users to the future of digital finance.   Our core values define how we build. We listen, care and improve to create products and experiences that put users first. Backed by a global team of ambitious builders, problem-solvers, and innovators, we foster a high-performance and fast-moving environment where talent is empowered to drive real impact at the global scale. Supported by 24/7 multilingual customer service and a strong commitment to innovation, we are shaping the future of finance through technology, collaboration, and bold execution.   Today, Bybit is recognized as one of the most trusted and transparent platforms in the digital asset industry, continuing to expand its global presence while building the infrastructure for the next generation of financial services. Responsibilities:

• Responsible for supporting and professionally mediating / arbitrating customer disputes within the P2P market, with a strong focus on risk mitigation.
• Investigate, monitor, and analyze customer transactions to identify suspicious behaviors/patterns, and take decisive actions to prevent fraudulent activity and financial losses.
• Collaborate closely with the Risk and Compliance teams to review flagged accounts, enforce risk control policies, and handle complex fraud-related appeals.
• Ensure efficient and excellent customer service experience provided.
• Be well equipped with the Company's platform/product including keeping abreast of general market conditions.
• Diligently and effectively manage and follow up on inquiries/complaints of current/prospective clients.
• Possess a strong ability to understand what customers truly need and convert it to constructive feedback and suitable solutions for management.
• Ensure frontline operations are smooth, including proactively identifying, assessing, and flagging any operational discrepancies, fraud trends, or situational risks to management on time.

Requirements:

• 2-4 years experience in customer service, risk management (风控), fraud investigation, or Trust & Safety, trained in frontline operations.
• Proven background in Risk Control / Fraud Prevention is highly preferred.
• Advantageous for candidates with experience working in financial institutions or fintech, specifically handling dispute resolution, conflict mediation, or Anti-Money Laundering (AML).
• Someone with sharp analytical acumen and keen eyes for numbers, statistics, and risk indicators is ideal for this position.
• Good communication (written and spoken) skills to effectively understand customers' (buyer/seller) perspectives, resolve disputes, and clearly explain risk-related actions to users.
• Preferably candidates who are capable of multitasking, prioritizing and time-sensitive.
• Knowledge of blockchain, crypto, and P2P payment will be highly advantageous.
• Able to perform 5 days' shift work including weekends & Public Holidays (8am-5pm / 4pm-1am / 12am-9am).

Why Join Us
At Bybit, we are committed to fostering a supportive and enriching work environment. 
Our benefits include:
- Study Growth Fund: We support your professional development and continuous learning.
- Internal Events: Participate in regular team-building activities, workshops, and events designed to promote collaboration and innovation.
- Global Collaboration: Be part of a diverse, international team, working alongside colleagues from around the world.
- Career Advancement: Access opportunities for growth and advancement within a rapidly expanding global company.
- Internal Mobility: Grow with us- Your long-term development is important to us. We offer internal job opportunities to help build your career path.