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Customer Service
CS AI Model Training & QA Specialist Full Time NEW
Job description
About us
Bitget is one of the world’s leading digital assets ecosystems. With over 120 million registered users, Bitget has one of the most comprehensive suites of blockchain products and services available via bitget.com.
Our mission is to support the growth of the digital assets industry and we believe it represents the future of finance. What we do empowers the future of finance by ensuring secure, efficient and smart digital transactions.
We are one of the fastest growing companies in the digital asset sector. If you are looking for cutting-edge work, where you will have opportunities to develop your career among peers who are experts in their field, and you believe in the future of digital currency, then look no further than Bitget!
About the Job
As a CS AI Model Training & QA Specialist in CS AI Operations, you will play a pivotal role in shaping the quality and effectiveness of our AI-driven customer support systems. Based in Kuala Lumpur, you will be responsible for annotating, reviewing, and validating customer service data—including chat logs, email tickets, and user queries—to train, fine-tune, and evaluate AI models (such as LLMs and chatbots). You will also ensure that AI-generated responses consistently meet high standards for resolution, accuracy, empathy, and compliance with cryptocurrency regulations.
What you’ll do
Data Annotation: Accurately label and categorize customer service interactions (chat, email, tickets) for intent, case category triage, sentiment, resolution type, and other relevant attributes.
Annotate data for AI model training, including identification of user pain points, frequently asked questions, and edge cases specific to cryptocurrency products and services.
Quality Assurance (QA): Review AI-generated responses for resolution focus, content relevance, accuracy, clarity, empathy, and adherence to Bitget’s brand voice and compliance standards.
Conduct regular audits of AI and chatbot interactions to identify errors, inconsistencies, or inappropriate responses.
Provide detailed feedback and error reports to AI and engineering teams to drive continuous model improvement.
Process Optimization
Collaboration: Collaborate with algorithm, product, engineering, and customer service teams to refine annotation guidelines and QA processes.
Suggest improvements to data pipelines and annotation tools to enhance efficiency and data quality.
User-Centric Approach: Ensure all annotated data and QA processes reflect a deep understanding of user needs, with a focus on reducing user effort and enhancing satisfaction.
Stay updated on evolving cryptocurrency trends and user concerns to keep AI training data relevant and effective.
Compliance & Security: Uphold data privacy and security standards when handling sensitive customer information.
Ensure all AI outputs comply with cryptocurrency industry regulations and Bitget’s internal policies.
What you’ll need
Ability to thrive in a fast-paced, high-intensity work environment with tight deadlines.
Bachelor’s degree or higher in Communications, Linguistics, Operations, Finance, Business, or a closely related field.
Minimum 2 years of experience in data annotation, quality assurance, or similar roles, preferably within the cryptocurrency or fintech sectors.
Demonstrated innovative and problem-solving mindset, with a structured approach and strong commitment to data quality processes.
Tenacity and determination to build a career at the forefront of the AI and finance industries.
Familiarity with customer service operations in cryptocurrency, including experience with AI/chatbot technologies and/or CRM systems.
Excellent written and verbal communication skills in both English and Chinese; proficiency in additional languages is a huge plus.
Hands-on experience with annotation tools, QA dashboards, and data management platforms.
Experience working with large language models (LLMs), natural language processing (NLP), or conversational AI platforms.
Solid understanding of cryptocurrency trading, wallets, and blockchain fundamentals.
Cryptocurrency Day trader
Unique interests or hobbies outside of work that contribute to a well-rounded perspective (e.g., sports, creative pursuits, etc.)
Opportunity to shape the future of AI-driven customer service in the cryptocurrency industry.
Collaborative, innovative, and inclusive work environment in Kuala Lumpur.
Competitive compensation and benefits.
Professional development and upskilling opportunities.
Why Bitget?
Bitget is the world’s leading web 3 platform for copy trading and one of the world’s largest and most respected exchanges
We are a global company with staff members from over 50 different countries and regions
We are growing and looking for world-class ambitious talents to help us continue this journey
We have a streamlined structure that empowers employees to work efficiently, delivering the best results in a short timeframe
We offer competitive salaries and benefits
Blockchain technology and digital assets have the potential to change finance in a way no other technology can – be part of it!
If you are ambitious and believe that digital assets could be the next financial and technological revolution, please apply!
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