HeeKyung Kim

HeeKyung Kim is a Korean policy advocate based in Daejeon, South Korea, with extensive experience supporting global customers across crypto exchanges, e-commerce platforms, and financial services. He combines strong written communication, operational discipline, and cross-cultural service expertise with a growing technical toolkit.

Background

HeeKyung has worked in customer support and platform operations across multiple international environments, including South Korea and Malaysia. His experience spans handling complex trading and account-security issues in crypto, supporting international e-commerce customers, and providing customer service for banking and card services. He also has leadership experience managing an AI technology project team.

Core Competencies

• Policy Advocacy & Stakeholder Communication
• Customer Support (Email/Live Chat)
• Crypto Exchange Support (Spot/Futures, P2P, Account Security)
• Dispute Resolution & Escalation Handling
• Process Adherence & SLA Management
• Cross-Cultural Communication
• Team Leadership & Operations Support
• Content Moderation & Platform Safety

Professional Experience

MEXC
Customer Support Specialist (Crypto Exchange)
July 2024 – January 2026 | WFH, South Korea

• Provided specialized customer support for a global cryptocurrency exchange via email and live chat.
• Resolved complex inquiries related to spot/futures trading, P2P disputes, and account security.

iHerb
Customer Support Agent (Freelance)
March 2024 – July 2024 | WFH, South Korea

• Supported international e-commerce customers via email and live chat.
• Resolved order, delivery, refund, and account-related inquiries with strong attention to detail.
• Maintained high-quality written communication and adherence to response-time SLAs.

Self-Development
Professional Development
August 2023 – January 2024

• Focused on continuous learning in languages and customer support skills.

Tech Mahindra
Team Lead (AI Technology Project)
April 2023 – August 2023 | WFH, South Korea

• Led an AI technology project team, supporting coordination and delivery.

Binance
Customer Service Specialist
October 2022 – April 2023 | WFH, South Korea

• Supported users across Binance web and app platforms.
• Guided customers through deposit/withdrawal issue resolution.
• Conducted KYC verification checks and supported account-related requests.

Majorel Malaysia Sdn Bhd
Content Moderator
July 2020 – December 2022 | Kuala Lumpur, Malaysia

• Conducted live monitoring and moderation of social media platform content.

Teleperformance Malaysia Sdn Bhd
Content Moderator
May 2019 – May 2020 | Penang, Malaysia

• Moderated and managed social media platform advertisements to meet policy requirements.

IB Career
Customer Service Advisor
July 2018 – March 2019 | South Korea

• Handled inbound calls supporting customers using Hana Bank services.

Hana Card Call Center
Customer Service Advisor
July 2017 – June 2018 | South Korea

• Assisted Hana Card users via inbound support calls.

Daebak Real Estate Broker
Real Estate Private Office
October 2015 – February 2017 | South Korea

• Operated a private real estate office and worked as a broker with family.

Education

Chung Buk National University High School
High School Diploma in Science & Technology
2009 – 2012

National Institute Lifelong Education
Bachelor of Business Administration (전공)
2021 – 2023

Skills

Languages

• English
• Chinese
• Japanese

Technical Skills

• Python
• JavaScript
• SQL
• HTML/CSS
• Git

Licenses & Certifications

• Licensed Real Estate Agent — Human Resources Development Service of Korea (2015)