Bitget CEO's Open Letter: Three Stories of Bitget's "Countercyclical Growth"
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Bitget CEO's Open Letter: Three Stories of Bitget's "Countercyclical Growth"
Our achievements are inseparable from the 1,500 Bitget team members, so on this special sixth anniversary, I'd like to share some of their stories.
Navigating Web3 tides with focused insights
A few weeks ago, I sat on the balcony of a hotel in Japan, gazing at Mount Fuji while on a call with one of Bitget’s founders. He was talking about a certain type of person who annoyed him, and what he said made me smile inwardly as I thought to myself: “This is so Bitget—I love our work culture!”
He told me that someone had been trying to flatter him, but he felt the person missed a fundamental point: “Focus on results and goals, not on what others think of you. Life doesn’t have that many spectators. Truly exceptional people always face mixed reviews—those who are universally liked are usually ineffective.”
This year marks Bitget’s sixth birthday. It’s the third time I’ve celebrated this milestone with Bitget, but my first as CEO. I’m thrilled to celebrate alongside this outstanding team, and I firmly believe it’s our relentless focus on results and objectives that sets us apart in the industry.
From Managing Director to Chief Executive Officer, I’ve witnessed Bitget grow against the odds. In our internal meetings, we even joke that “Bitget has never enjoyed any industry tailwinds.” We missed the 2017 ICO boom, the 2021 DeFi Summer, and the 2023 inscriptions surge.
But it turns out, none of that matters. What truly counts is our perseverance, hard work, strategic vision, and continuous innovation. These qualities have propelled Bitget into the top four global crypto exchanges by trading volume, with over 45 million users.
I have deep emotional ties to Bitget. As a mother of a six-year-old, I often feel that watching Bitget grow is much like raising my own son. When I first joined, Bitget was already more than three years old. Over the past two and a half years, our entire team has driven its globalization, significantly boosting user numbers, trading volume, and overall strength. Today, we stand among the industry leaders. I believe no one outside the founding team cares more about Bitget’s success than I do, and I am both excited and proud to lead Bitget into this new chapter.
When it comes to our team, I admire not only their professional expertise (we’re incredibly fortunate to have such talent, and we treat talent density as the foundation of innovation) but also their drive for constant self-improvement and ambition. We grant our team high levels of freedom because everyone understands that “more freedom means greater responsibility.” Our corporate culture attracts and nurtures individuals who share our values—people who are results-oriented, self-motivated, and bold innovators. Good decisions and management don’t come from top-down control, but from self-direction built on the experience and wisdom of every “frontline soldier.” It’s precisely this mindset that has fueled Bitget’s rapid growth.
Our achievements belong to Bitget’s 1,500 team members. So on this special sixth anniversary, I’d like to share some of their stories.
Story One: The $50,000 That Wasn’t Lost After All
One day, Arman received an urgent email during work.
Arman was once a star customer service agent at a leading exchange. In 2023, drawn by Bitget’s company culture, he joined our support team. Customer service here isn’t just about resolving minor issues—it also involves tackling serious crises. That day, a user wrote in: “My $50,000 is gone!” Without hesitation, Arman sprang into action.
After investigating, Arman learned the user had been investing in crypto for less than three months and had recently deposited ETH. But after 12 hours, the funds still hadn’t arrived. Checking blockchain explorers, he saw low gas fees and no network congestion. He then contacted tech support to trace the transaction via UID. It turned out the user had selected the wrong blockchain network when depositing, which caused the delay. Once confirming the funds were safe, Arman immediately initiated a refund request, successfully recovering the $50,000 and relieving the user’s anxiety.
Arman is one of 170 customer service agents at Bitget. In 2024 alone, this team has responded to 1.5 million support requests, with an average response time of just 2.5 minutes. For incidents involving lost assets due to wrong-chain deposits, they’ve helped users recover nearly $1 million in digital assets this year.
Story Two: A Product Plan Uninfluenced by Competitors
Jiren sat in the meeting room, feeling a slight tightness in his chest—this meeting wasn’t going how he expected.
A product expert, Jiren had previously founded startups in advertising and gaming and served as a product lead at a major e-commerce platform. As more of his friends entered Web3, he grew interested in the crypto world. At the end of 2022, he joined Bitget as a product manager through an internal referral.
His first project was to revamp a product launched two years earlier. Drawing on his experience, Jiren began with research—within a week, he spoke with 12 stakeholders, including colleagues, product operations, retail users, and institutional clients. Confident in his findings, he presented his redesign proposal at the strategy meeting.
But things didn’t go smoothly. Before he could elaborate, another product teammate interjected: “Our competitors already have mature solutions. Following them would be safer.”
Jiren disagreed. Firmly, he replied: “I’ve talked to their users. Based on the feedback, our competitors’ solutions don’t fully address real user needs.”
With solid data and authentic insights, Jiren ultimately convinced the team: “We can’t surpass competitors by simply following them.”
The final product, based on Jiren’s plan, didn’t just focus on visual appeal. Instead, it improved usability and efficiency by aligning with user habits and intuition. Within three months of launch, user numbers grew by over 50%.
Building secure, efficient, and intelligent products is Bitget’s brand mission. In 2024, we launched innovative offerings like AI-powered trading bots that combine AI with trading strategies, the Pre-Market feature enabling early access to premium assets, and PoolX, offering 24/7 new token mining—all creating more profit opportunities for explorers navigating the crypto jungle.
Story Three: The Expert Who Solved Network Congestion
Zoie’s eyes lit up—this overlooked new feature might just be the breakthrough.
As a technical expert at Bitget Wallet, Zoie focuses particularly on Solana ecosystem applications and user experience. In 2023, amid the Meme coin craze, she noticed repeated user complaints. Bitget Wallet users reported slow Solana network transfers and rising failure rates, especially severe during spikes in Solana-based Memecoins.
Zoie decided to investigate. She discovered that Solana had recently introduced Priority Fees—a mechanism where validators process transactions based on fee levels—but most non-custodial wallets hadn’t yet adopted it. She quickly implemented this feature and optimized dynamic fee adjustment, helping users complete transactions faster during congestion. Though average gas fees increased slightly, the success rate of Solana transactions for Bitget Wallet users rose from under 50% to nearly 90%.
Whenever a new public chain emerges, Bitget Wallet leads the charge with full ecosystem support. Step by step, we now support over 100 public chains. In July 2024, Bitget Wallet surpassed MetaMask in monthly downloads for the first time and topped app store charts in Nigeria and other countries, thanks to swift support for chains like TON.
These small stories from our team reflect Bitget’s journey. We’ve always put users first, building products around their needs while actively embracing new waves in Web3.
Though we’ve achieved meaningful progress over the past six years, compared to the world’s top companies, Bitget remains a startup. Like the crypto industry itself, we still have a long road ahead. Whenever we face challenges, I recall the line from Steve Jobs’ biography: “I want to put a dent in the universe.” Ordinary as we may be, we become extraordinary through our persistence in pursuing dreams.
Who are we? Where do we come from? Where are we headed? Guided by our vision, we no longer wander aimlessly. Think Big, Think Long—we will continue making history and changing the world alongside the crypto industry.
Six years is just the beginning. Our journey is far from over. We’ll keep moving toward new challenges, and look forward to meeting you at the next peak!
Sincerely,
Gracy Chen, Bitget CEO
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