At least 5 years of experience in premium service environments
Excellent communication skills in both English and Chinese
Strong interpersonal and client-handling skills
Highly detail-oriented and organized
Requirements:
Cultivate strong, trusted relationships with high-value clients
Respond to VIP inquiries with speed, accuracy, and professionalism
Manage and follow up on client requests end-to-end
Anticipate VIP needs and provide customized, concierge-level support
Job description
About BTSE:
BTSE Group is a leading global fintech and blockchain company that is committed to building innovative technology and infrastructure. BTSE empowers businesses and corporate clients with the advanced tools they need to excel in a rapidly evolving and competitive market. BTSE has pioneered numerous trading technologies that have been widely adopted across the industry, setting new benchmarks for innovation, performance, and security in fintech. BTSE’s diverse business lines serve both retail (B2C) customers and institutional (B2B) clients, enabling them to launch, operate, and scale fintech businesses. BTSE is seeking ambitious, motivated professionals to join our B2C and B2B teams.
About the Opportunity:
We are seeking a Senior VIP Relationship Manager to provide high-quality support and relationship management for our most valued clients. This role does not require extensive industry experience and is well-suited for candidates with backgrounds in customer service, hospitality (e.g., hotel guest relations), luxury retail, airline customer relations, or other high-end service industries. The ideal candidate is highly responsive, detail-oriented, and proactive, ensuring VIP clients receive an exceptional experience.
Responsibilities:
VIP Relationship Ownership: Cultivate strong, trusted relationships with high-value clients by understanding their needs and delivering proactive, white-glove service.
Real-Time Client Support: Respond to VIP inquiries with speed, accuracy, and professionalism across various channels (chat, email, and calls).
Issue Tracking & Resolution: Manage and follow up on client requests end-to-end, ensuring timely resolution and high client satisfaction.
Client Experience Enhancement: Anticipate VIP needs and provide customized, concierge-level support with a solutions-oriented mindset.
Cross-Functional Coordination: Act as the bridge between clients and internal stakeholders (Customer Support, Business Development, Product), ensuring seamless issue escalation and resolution.
Service Improvement Initiatives: Contribute to the refinement of internal processes and play a key role in shaping the VIP operations framework.
Requirements:
At least 5 years of experience in premium service environments such as hotel guest relations, luxury retail, private banking support, or airline VIP services.
Excellent communication skills in both English and Chinese (written and spoken), with the ability to serve a global client base.
Strong interpersonal and client-handling skills, with a passion for delivering best-in-class service under pressure.
Highly detail-oriented and organized, with the ability to multitask and manage competing priorities effectively.
Demonstrated maturity, discretion, and professionalism when dealing with confidential or sensitive client matters.
Nice to Haves
Prior experience supporting international or high-net-worth clientele.
Perks & Benefits
Competitive total compensation package
Various team-building programs and company events
Comprehensive healthcare schemes for employees and dependents
