The Department: Customer Support
Nifty Gateway is starting to build out its Customer Support team
This role is an excellent opportunity to be on the ground floor of a rocket ship
We view Customer Support as one of the most important departments in a company – in this role, you’ll work closely with our founders, and have to create technical, scalable frameworks for supporting one of Nifty’s most important constituencies
The Role: Customer Support Associate
At Nifty Gateway, our CS Associates work alongside the brightest minds in a fast-paced and evolving industry
They ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction
We are looking for a brilliant, self-motivated, personable hands-on individual who is hungry and eager to learn
The ideal candidate is a highly organized detail-oriented, self-starter with the desire to make an immediate impact and the ability to work through the unexpected
They are excited for a unique opportunity to make a real impact in an exciting and growing company
Responsibilities:
- Build out scripts and tech solutions that solve Customer Support problems in a scalable way
- Manage all flows of inbound customer requests and issues via email, chat and phone
- Identify and assess customers’ needs to achieve resolution
- Triage tickets to the appropriate internal departments and working with them to resolve the issue
- Work with interdisciplinary teams (eg Engineering, Compliance, Security), escalating issues and collaborating with appropriate parties to establish protocols on new processes
- Play a key role in onboarding of institutional customers and ongoing account recertifications
- Create process enhancements and efficiencies, and manage any projects to completion
- Provide periodic on-call support coverage for customer issues outside of business hours
- Possible occasional weekend coverage with flexibility during the week
Minimum Qualifications:
- 1-4 years in a customer support capacity or equivalent
- Confident verbal communication and polished written communication
- Experience and comfort with solving complex problems from end-to-end
- Comfort with flexible hours, including weekends, for comprehensive support coverage
Preferred Qualifications:
- Experience working in Zendesk
- Experience in marketplace tech companies
- Familiarity with Cryptocurrencies
- Interest in art