We are looking for an inquisitive, empathetic Customer Support Officer to bring excellent service to our customers as they progress along the journey of DeFi
Customer support is central to our business, as we are building a new financial product and a large part of this relies on excellent customer support as well as bringing the customer’s voice into the product evolution
If you care about people & crypto, have an appetite for technology, and want to play a significant role in building an awesome product, this could be an amazing role for you!
Key duties will include:
- Being the front-line responder to inbound customer enquiries
- Management of customer enquiries on multiple channels (social, forums and chat)
- Looking at new product features
- Bringing the customer’s voice to the product and engineering team
- Working with our Junior Product Manager to optimise customer flows, preempt common questions and solve them before users need to open a ticket
Our ideal candidate will have:
- Customer support experience on a digital or software product – Prior working experience in the cryptocurrency or blockchain space
- The ability to ask questions, challenge thinking and be the voice of the customer
- Strong attention to detail and problem-solving skills
- Experience working in rapidly evolving, fast paced start up environment
- The desire to engage positively with our customer base
- Experience working with third party suppliers and resolving service issues
- Experience using customer service chat software such as Zendesk
- An understanding of and interest in cryptocurrency (preferably Ethereum)
- An understanding of and/or interest in Decentralised Finance
- Strong written and spoken English
- Ability to assist customers on a range of technical, operational and logistic related queries
- Ability to proactively translate customer feedback into improvements for our business