CS Specialist (Portuguese & Spanish)

Description

About us Bitget is the world's largest Universal Exchange (UEX), serving over 125 million users and offering access to over 2M crypto tokens, 100+ tokenized stocks, ETFs, commodities, FX, and precious metals such as gold. The ecosystem is committed to helping users trade smarter with its AI agent, which co-pilots trade execution. Bitget is driving crypto adoption through strategic partnerships with LALIGA and MotoGP™. Aligned with its global impact strategy, Bitget has joined hands with UNICEF to support blockchain education for 1.1 million people by 2027. Bitget currently leads in the tokenized TradFi market, providing the industry's lowest fees and highest liquidity across 150 regions worldwide. What you'll do Provide high-quality customer support to EU and Portuguese / Spanish-speaking customers through multiple channels, including email and live chat. Handle customer inquiries, complaints, and complex cases, conducting thorough investigations using internal systems and tools, and ensuring all outcomes are accurately documented in designated platforms. Support customers on product, account, and transaction-related issues while adhering to EU regulatory and compliance standards. Collaborate closely with internal teams (e.g. Product, Compliance, Risk, Operations) and external partners to resolve customer issues and improve overall service quality for the EU market. Maintain strong awareness of EU customer expectations, cultural nuances, and service standards to deliver a

Responsibilities

• Provide high-quality customer support to EU and Portuguese / Spanish-speaking customers through multiple channels, including email and live chat.
• Handle customer inquiries, complaints, and complex cases, conducting thorough investigations using internal systems and tools, and ensuring all outcomes are accurately documented in designated platforms.
• Support customers on product, account, and transaction-related issues while adhering to EU regulatory and compliance standards.
• Collaborate closely with internal teams (e.g. Product, Compliance, Risk, Operations) and external partners to resolve customer issues and improve overall service quality for the EU market.
• Maintain strong awareness of EU customer expectations, cultural nuances, and service standards to deliver a professional and customer-centric experience.
• Stay up to date with the company’s products, services, and EU market / industry trends to provide accurate and timely support.
• Escalate high-risk, sensitive, or unresolved cases in line with established procedures and the operational escalation matrix.

Requirements

• Diploma or Bachelor’s Degree in any related field.
• Minimum 1 year of customer service experience, preferably supporting EU customers in banking, financial services, fintech, crypto, or other regulated industries.
• Native or fluent Portuguese & Spanish (spoken and written) — mandatory, with strong customer-facing communication skills.
• Good working proficiency in English (spoken and written) for internal communication and documentation.
• Familiarity with EU compliance-driven environments (e.g. KYC, AML, GDPR) is a strong advantage.
• Willingness to work on a rotational schedule to support 24x7 operations, including public holidays as required.
• Strong interpersonal and communication skills, with the ability to handle escalations and challenging customer interactions calmly and professionally.
• Solution-oriented mindset with sound judgment and cost-aware decision-making.