Summary

As Customer Experience Representative, you will be empowered to help our customers with a range of needs from simplistic to more complex issues. This work will carry across many topics encompassing crypto trading, administrative issues, and exchange-specific issues. Your job is not only to help our customers but to help us learn as a company from each interaction so that we can make our customers’ experience as effortless as possible within a dynamic and fast-paced environment.

Key Responsibilities

1. Customer Support: Delivering an outstanding customer experience for customers through inbox conversations via various channels, including live chat & email.
2. Product Expertise: Growing your crypto services expertise as you develop deep subject mastery of crypto trading and exchanges.
3. Proactive User Engagement: Driving continuous improvement to delight customers, acting as the voice of the customer to identify and communicate better ways to serve our customers and improve our product.
4. Team Collaboration: Work closely with other support representatives and Community Moderators to ensure consistency, high quality customer service and proper escalation of feedback received from our users.

Requirements

1. Excellent customer service, written and verbal communication skills with a passion to support customers through various channels.
2. Minimum of 2 years of experience in customer service.
3. Proven experience working with: Help Desk systems (Intercom / Zendesk), Notion, Google Workspace (Drive/Gmail/Sheets/Docs/Slides),Slack.
4. Understanding of cryptocurrency/blockchain-related terminologies and trends.
5. Previous experience with trading Cryptocurrencies and associated tools such as charting software and using technical analysis indicators.
6. Ability to quickly defuse customer anxiety through exceptional customer service skills.
7. Self-starter who is comfortable with some ambiguity within a fast-paced environment.
8. Ambitious to improve skills and realise your full potential with training to develop and grow from a basic to higher level within the team
9. Able to exercise independent thought and judgment, adapt to new tasks, and the ability to prioritize tasks in a multi-task environment
10. Schedule flexibility as we evolve to meet the growing demands of our customers. Initial and/or future shift assignments may include evenings and weekend hours.
11. Fluent in English.

Skills

• Communications Skills
• Cryptocurrency
• Team Collaboration