Offer summary

Qualifications:

Excellent customer service and communication skills, both written and verbal., Understanding of cryptocurrency and blockchain terminologies and trends., Previous experience with trading cryptocurrencies and using associated tools., Ability to work independently in a fast-paced environment and adapt to new tasks..

Key responsabilities:

Deliver outstanding customer support through various channels including live chat and email.

Develop deep product expertise in crypto trading and exchanges.

Engage proactively with users to improve customer experience and product offerings.

Collaborate with team members to ensure quality service and effective feedback escalation.

Job description

About the team:

As part of 3commas’ Customer Experience team, you’ll be the company’s first point of contact and voice for our customers using exceptional empathy and product expertise to ensure questions from our customers are answered promptly.

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.

Responsibilities include:

Customer Support: Delivering an outstanding customer experience for customers through inbox conversations via various channels, including live chat & email
Product Expertise: Growing your crypto services expertise as you develop deep subject mastery of crypto trading and exchanges
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
Team Collaboration: Work closely with other support representatives, Community Moderators to ensure consistency and quality in customer service and proper escalation of feedback received from our users

About You:

Excellent customer service, written and verbal communication skills with a passion to support customers through various channels
Understanding of cryptocurrency/blockchain-related terminologies and trends
Previous experience with trading Cryptocurrencies and associated tools such as charting software and using technical analysis indicators
Ability to quickly defuse customer anxiety through exceptional customer service skills
Self-starter and ambitious learner who is comfortable with ambiguity within a fast-paced environment
Able to exercise independent thought and judgment, adapt to new tasks, and the ability to prioritize tasks in a multi-task environment
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, for the following shift times: 22:00-06:00 UTC & 14:00-22:00 UTC

Bonus Points:

Customer service experience 1+ years
Bilingual (Latin American Spanish/English)
Experience using one or more of the following systems:
-Intercom
-Google Suite of business tools (Drive/Gmail/Sheets/Docs/Slides)
-Slack
-Notion

We Offer:

Full-time occupation with ability to work 8-hour shifts with 5 days on/2 days off schedule or 12-hour shifts with 2 days on/2 days off schedule (40 hours per week)
10 days of paid vacation
Remote work
Company provided laptop
In-house lessons for your crypto-trading skills improvement and regular product training sessions
3Commas subscriptions for your personal trading and test accounts

Required profile