Knowledge Management Specialist

About Us
Established in March 2018, Bybit is one of the fastest growing cryptocurrency derivatives exchanges, with more than 70 million registered users. We offer a professional platform where crypto traders can find an ultra-fast matching engine, excellent customer service and multilingual community support. We provide innovative online spot and derivatives trading services, mining and staking products, as well as API support, to retail and institutional clients around the world, and strive to be the most reliable exchange for the emerging digital asset class.

Our core values define us. We listen, care, and improve to create a faster, fairer, and more humane trading environment for our users. Our innovative, highly advanced, user-friendly platform has been designed from the ground-up using best-in-class infrastructure to provide our users with the industry's safest, fastest, fairest, and most transparent trading experience. Built on customer-centric values, we endeavour to provide a professional, 24/7 multi-language customer support to help in a timely manner.

As of today, Bybit is one of the most trusted, reliable, and transparent cryptocurrency derivatives platforms in the space.

Knowledge Management Specialist

Knowledge Management Specialist to keep our CS team up to date with the latest processes, tools, and product information. The knowledge manager is responsible for managing and updating internal resources like the CS Playbook, SOPs, K&U (Knowledge & Understanding), Email Templates (ET), and Quick Texts (QT). Also, run ad-hoc training when there are urgent changes or updates.

Job scope:

• Keep the CS Playbook and Standard Operation Procedure updated and easy to understand for all the CS.
• Maintain and publish clear content in K&U to support agent learning.
• Update Email Templates and Quick Texts to ensure consistent communication.
• Work with other teams to reflect new product, CS policy, or system changes.
• Run short ad-hoc training sessions to help agents stay current.
• Audit and improve existing content based on usage and feedback.

What We're Looking For

• Experience in customer service, able to draft the email or chat template in good CS mindset
• Experience in organizing the knowledge/content management in his previous job. Preferable those from the crypto industry.
• Strong logical thinking and writing skills.
• Organized, detail-oriented, and a good communicator
• Comfortable using mindmaps or flowcharts to present information clearly.
• Chinese and English proficiency is a must.

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.