Customer Support Representative
The Offer
- A role that offers a breadth of learning opportunities
- Leadership Role
- Opportunity to make a positive impact
The Job
Key Responsibilities :
- Support Setup and Management : Implement and iterate on strategies for initial customer support setup using Zendesk, including email and web form communications.
- Direct Customer Interaction : Handle incoming queries and support tickets, providing high-quality, timely responses to tutors and students.
- Content Creation for Help Center : Develop and refine help center materials and FAQs tailored to our users' needs, focusing on common cryptocurrency-related issues and platform navigation.
- Team Leadership : Prepare for and manage the transition to a full customer support team as the platform grows, including hiring and training new support representatives.
- Analytics and Reporting : Monitor and analyze customer interaction data to identify trends, assess the effectiveness of support strategies, and make data-driven decisions for improvements.
- Cross-functional Collaboration : Work closely with the product and marketing teams to ensure alignment on user education and support initiatives.
The Profile
Ideal Candidate Profile :
Experience : Proven track record in customer support or community management, preferably within the cryptocurrency or fintech sectors.
Cryptocurrency / blockchain knowledge is not required, but you must desire to learn about this topic.
- Skills : Excellent communication abilities, experience managing Zendesk, and the ability to create informative and engaging user support content.
- Independence and Teamwork : Able to work effectively in a remote setting independently and as part of a team.
Educational & Professional Requirements :
- Education : A Bachelor’s degree in Marketing, Communications, Business Administration, or a related field is preferred.
- Experience : Demonstrated ability to set up and manage customer support operations, with a strong background in handling user inquiries and content creation.
Innovative Mindset :
- Adaptability : Eager to adapt support strategies based on user feedback and the platform's evolving needs.
- Creativity and Problem-Solving : Innovative in approach to customer engagement and problem resolution.
Application Information :
We are looking for individual applicants only. Companies or those affiliated with companies are kindly asked to refrain from applying.
In your cover letter, please include the word pancakes.
If you are a driven individual with expertise in customer support management and a passion for the blockchain space, we invite you to apply to be part of our pioneering team dedicated to reshaping crypto education.
The Employer
Our client cater to the increasing need for quality, accessible education in blockchain and cryptocurrencies.
Our client platform bridges the knowledge gap by connecting blockchain verified tutors with eager learners.
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