Customer Service Representative (Slovenian & English)

About the role

This position centers on providing customer support to users, primarily through live chat and support tickets. The core responsibility is to address a high volume of inquiries and complaints, ensuring that customers receive accurate information about platform features, products, and processes. Success in this role means consistently delivering timely and satisfactory resolutions while adhering to established communication procedures and guidelines.

The role requires identifying customer needs to provide comprehensive support and managing complaints effectively, including follow-up to ensure full resolution. Beyond direct customer interaction, this position also contributes to improving service quality by collecting feedback for workflow and product enhancements. This includes supporting the validation and testing of AI bots, automation workflows, and internal tools.

Working in a remote environment, the Customer Service Representative will be part of a global organization. The role demands the ability to multitask, prioritize, and manage time efficiently, especially given the need to work irregular hours, including weekends and night shifts. The ideal candidate will go beyond basic support to engage customers and provide a high-quality experience.

The salary for this position ranges from $135,000 to $225,000 USD.

Skills that matter here

• customer service representative: This role requires previous experience in a customer-facing capacity, demonstrating the ability to handle inquiries and provide support.
• IT proficiency: The ability to manage moderately technical customer questions is essential for this position.
• written communication skills: Exceptional written communication is necessary for clear and effective interaction with customers via chat and tickets.
• active listening: This skill is crucial for understanding customer issues fully before providing solutions.
• AI concepts: A basic understanding of artificial intelligence is required, as the role involves interacting with and providing feedback on AI-powered tools.
• cryptocurrency/blockchain: Knowledge of the crypto and blockchain space is a significant advantage for understanding customer contexts and product offerings.

Who this role suits

• Someone who thrives in a fast-paced environment and can adapt to irregular work hours, including nights and weekends.
• A person with strong problem-solving abilities who can identify customer needs and provide effective solutions under pressure.
• An individual who is highly organized and capable of managing multiple tasks and priorities efficiently.
• A candidate who is self-motivated and can work independently in a remote setting, contributing to team goals.

From the employer

• Handle high volumes of live chat and support tickets across assigned language queues
• Identify and evaluate customers' needs to deliver satisfaction and timely resolution
• Provide accurate, valid, and comprehensive information on platform features, products, and processes
• Manage complaints, provide proper solutions and options within time limits, and follow up to secure resolution
• Follow communication procedures, guidelines, and policies
• Support feedback collection for workflow and product improvements, including AI bot performance, SOPs, and internal tools
• Participate in the validation and testing of AI bots, automation workflows, tools, and SOPs as needed
• Go the extra mile to engage customers and deliver a best-in-class experience
• Perform other tasks as assigned by team leaders

• 1+ years experience of proven customer facing experience or experience as a customer service representative
• Strong IT proficiency and ability to handle moderately technical customer queries
• Exceptional written communication skills and active listening ability
• Ability to multi-task, prioritize, and manage time effectively
• Basic understanding of AI concepts and familiarity with AI-powered tools or chatbots (required)
• Hands-on experience with bot validation, testing, or SOP/tool quality review is a plus
• Knowledge of the cryptocurrency/blockchain field is a strong advantage
• Fluent in English and Slovenian
• Willing to work weekends and irregular hours which will include night shifts

• Shape the future with the world’s leading blockchain ecosystem
• Collaborate with world-class talent in a user-centric global organization with a flat structure
• Tackle unique, fast-paced projects with autonomy in an innovative environment
• Thrive in a results-driven workplace with opportunities for career growth and continuous learning
• Competitive salary and company benefits
• Work-from-home arrangement (the arrangement may vary depending on the work nature of the business team)