BTSE

Operations

• Support global onboarding and identity verification (KYC) processes by working with internal systems and teams.
• Monitor and analyze service-related cases and issues reported internally, identifying trends and opportunities for process improvements.
• Collaborate with product, compliance, risk, and operations teams to ensure effective handling of platform-related needs.
• Assist in developing and maintaining internal knowledge resources such as FAQs, SOPs, and documentation for new and existing features.
• Provide operational support and perform additional tasks as assigned by the Supervisor.

Junior Operations Support Associate, Mandarin

Customer Support

• Deliver high-quality customer support to global users across a multi-currency digital asset exchange and derivatives platform
• Manage customer inquiries and issues through various online communication channels
• Handle sensitive financial and account-related information with confidentiality and precision
• Provide dedicated support to VIP account holders, mutual onboarding partners, and white-label clients via live chat and CRM systems
• Ensure a seamless and professional customer service experience
• May be assigned to market-specific support channels, requiring language proficiency and cultural familiarity

Customer Service, Fintech

• Monitor the performance of technology systems to detect issues proactively.
• Execute incident detection protocols to identify potential service disruptions.
• Coordinate incident response efforts to address and resolve reported issues promptly.
• Implement recovery procedures to restore normal operations following an incident.
• Collaborate with all Technology teams to improve service desk operations and incident management processes.
• Maintain detailed records of incidents, including status updates and resolution steps.
• Contribute to the development of knowledge bases and FAQs for Technology support.
• Provide technology service desk support, ensuring efficient resolution of inquiries and fulfillment of service requests.

技術支援, Technology Operations Engineer

Risk

• Maintaining and monitoring liquidity and market risk especially in volatile market conditions.
• Maintaining risk indicators for most operation and financial conditions in internal exchanges.
• Assessing risk conditions and calculations for clients risk scoring, including AML scoring.
• Developing and maintaining key risk indicators for operations and technology overview.
• Developing and maintaining internal risk for key business processes in the company.
• Assessing risk for internal improvements, for both operational, financial, and technology.

Risk Management Specialist

Security Engineer

• Partner with global IT and security teams to align and ensure consistency across regions.
• Respond to escalations Security Operations Teams for threat detection and incident response, coordinating with global teams.
• Manage third-party from both IT and CyberSecurity risks in line with OJK and global policies.
• Implement local and global IT and security awareness programs for employees and users.
• Ensure locally managed systems adhere to global and local security policies and standards. Conduct Regular reviews to ensure compliance.
• Provide Tier 1 and Tier 2 technical support in person, or via email, chat, and video calls.
• Troubleshoot issues related to Windows/macOS, Google Workspace, Office 365, WiFi, and network connectivity.
• Assist with onboarding/offboarding processes including device setup and account provisioning.

IT Security Engineer

IT Support

• Assist the Board of Directors and the Board of Commissioners in conducting oversight of the operational activities of the Digital Financial Asset Trading Provider, particularly in monitoring audit results;
• Prepare, test, evaluate, and provide recommendations on the compliance of the policies, provisions, systems, and procedures of the Digital Financial Asset Trading Provider with the applicable laws and regulations at least once a year, or more frequently in the event of changes in factors that significantly affect business activities; and document evidence of the tests and audits carried out by the internal audit function, including information systems and technology audits.
• Conduct audits of the security and vulnerabilities of the overall information systems of the Digital Financial Asset Trading Provider, and must remain independent from the information systems development function as well as the business and operational functions of the information systems.

Internal Audit Specialist

• Design, implement, and continuously optimize Standard Operating Procedures (SOPs) across all departments to ensure scalability.
• Lead and manage the end-to-end KYC/AML workflow, ensuring a frictionless user experience while maintaining rigorous regulatory standards.
• Manage and optimize deposit/withdrawal flows, ensuring speed, security, and reconciliation accuracy.
• Lead procurement and manage relationships with external vendors (e.g., liquidity providers, KYC/AML software, cloud services).
• Create frameworks that monitor our data to make sure every policy is followed.
• Own & understand all data; ensure data integrity, reporting accuracy, and use operational metrics to drive decision-making.
• Oversee CS performance metrics to ensure user issues are resolved and systemic bugs are reported back to product teams.
• Strategic ownership of the operations budget, optimizing burn rate while ensuring the exchange has the resources to scale.
• Act as a liaison between the local & global teams and maintain relationships with vendors.