Are you looking to be a part of one of the most influential companies in the blockchain industry and contribute to the crypto revolution that is changing the world?
At Metal, we are shaping digital money and revolutionizing the way people transact by building the decentralized financial infrastructure of the future. To date, we have launched and operate Metal Pay (digital banking and crypto wallet) and Proton SDK a distributed ledger for identity and interaction with the card and banking payments settlement layer.
As we continue to expand, we are seeking a solutions-oriented Client Services Representative, who is passionate about our customers and loves to innovate customer-centric strategies. The landscape in cryptocurrency is evolving, and this is a chance to help guide our customers on the Metal Pay and Proton products and services as we unlock the future of payments. We’re a lean and collegial team in which every role matters, and you’ll have a big impact on high-stakes decisions, working across the enterprise with Compliance, Community, Marketing, business, and technical teams in pioneering innovative financial services solutions.
You will have demonstrated the ability to understand key metrics pertaining to basic customer service factors. You will be given ample opportunity to broaden your skills and strengthen your existing talents within and outside the team and must be able to succeed in a high-direction, low-supervision environment.
Responsibilities
Develop and demonstrate a thorough understanding of the market, product, and customer needsProcess technical and non-technical inquiries from our customers and find ways to decrease ticket processing timeAssist directly or route customers to the appropriate personnel for assistanceEnsure customer satisfaction by meeting customer needs in a courteous and timely mannerProvide excellent customer service through the omnichannel services provided in a timely manner in accordance with SLAsWork with the Client Services team to draft and update template responses and Knowledge Base Articles outside of the Community Manager’s scopeAssist Client Services team to compile data for analytics and trends that lead to operational efficienciesBe driven by metrics and key performance indicators to make informed and strategic decisions to achieve your team’s goals and Metal’s mission while maintaining our corporate valuesParticipate in cross-functional initiatives working with product managers, Community, and Marketing to design the best customer experience portal as well as in-product (contextual help)Assist in developing cross-functional internal stakeholder partnerships between KYC analyst(s), Community Manager, Marketing, and senior management to identify opportunities for process and strategic enhancementsAnalyze customer complaints and provide appropriate corrective actionsAssist in collecting relevant data for periodic metrics to management
Requirements
Language Requirements - English and GermanShift Details: Morning/Day shift CET (NIGHT SHIFT in EST) during Weekday and Weekends REMOTE2+ years of customer service or customer support experienceYou have a passion for crypto and want to learn morePrevious experience in personal banking or at Fintech Startup experience preferredYou have experience in email/chat-based customer service channelsDemonstrated experience working in customer-centric environments and have a passion for customer service excellenceStrong written and verbal communication skillsComfortable working with Google suite (Docs, Sheets, Slides, etc)Strong time management skills & analytical skillsThis is a REMOTE position