CoinJar, a global cryptocurrency exchange, is seeking a Customer Support Representative to join our team in the United Kingdom.
You will be responsible for providing industry-leading support for our products and creating a positive experience for CoinJar customers. Prospective team members will have a customer-centric focus and strong empathy for the customer.
This full-time role offers a hybrid work arrangement, combining the best of both worlds with time split between our London office and your home.
Role Overview
As a Customer Support Representative, you'll be at the forefront of providing exceptional support for CoinJar's innovative products, ensuring a positive experience for our diverse customer base. Your customer-centric approach and strong empathy will be key in this pivotal role.
- Deliver excellent customer service primarily through web-based tickets
- Process customers' financial and identification information in a professional and compliant manner
- Identify and escalate priority issues to relevant teams
- Work collaboratively with other team members to ensure customer issues are resolved to their satisfaction
- Contribute towards CoinJar’s self-service options e.g. internal and external knowledge base articles and status page
- Analyse and resolve key client issues promptly
- Maintain high customer satisfaction through timely and professional responses
Requirements
Essential
- Minimum 2 years of experience supporting users of a software platform or as a web3/crypto community manager
- Proficiency in using customer support software and tools
- Excellent written and verbal communication skills
- Strong attention to detail and accuracy in handling customer information
- Exceptional time management and organisational abilities
- Robust problem-solving and troubleshooting skills
- Ability to simplify complex technical concepts
- Capability to thrive in a fast-paced environment with high inquiry volumes
- Basic understanding of cryptocurrency and blockchain technology
- Experience using cryptocurrency exchanges or wallets
- Adaptability to learn new technologies and stay updated on industry developments
- Must be authorised to work in the United Kingdom
Desirable
- Familiarity with common cryptocurrency issues (ie. fee sizes, transaction delays)
- KYC/AML experience
- Knowledge of compliance and security protocols related to cryptocurrency
Benefits
- Work from home days
- Training & development
Join CoinJar and be part of a team shaping the future of finance through innovative cryptocurrency solutions.
Apply now to embark on an exciting career in the rapidly evolving world of digital currencies!
