Customer Support Representative

About the role

This role focuses on delivering professional and timely customer service. Responsibilities include resolving user inquiries, managing transaction-related issues, and acting as a liaison between customers and internal departments. The representative will analyze problems, provide solutions, and follow escalation procedures to ensure all issues are addressed appropriately.

The daily work involves communicating with customers via ticket systems and live chat, verifying documentation for onboarding, and documenting common inquiries and feedback. A key aspect is identifying and relaying critical issues and bugs to the relevant teams, as well as suggesting process improvements to enhance the overall customer experience.

Success in this position requires a proactive approach to customer satisfaction and a commitment to continuous improvement. The ideal candidate will be self-motivated, able to work collaboratively, and demonstrate patience and professionalism, especially when handling challenging situations. A strong understanding of the crypto industry is preferred.

The annual salary for this position ranges from $70,000 to $204,500.

Skills that matter here

• customer service: The role requires at least one year of experience in customer service, with a preference for backgrounds in finance or e-commerce, to handle inquiries and resolve issues effectively.
• English: Excellent verbal and written communication skills in English are essential for interacting with customers via ticket systems and live chat.
• macOS: Familiarity with macOS or comparable technology is preferred for daily operational tasks.
• Cryptocurrency/Blockchain/Fintech/Finance Trading domain: An understanding of or experience in these domains is preferred to better assist customers with crypto and finance-related inquiries.
• communication skills: Strong communication skills are necessary for effectively resolving customer inquiries and collaborating with internal teams.
• customer relation skills: Proficiency in customer relation skills is required to manage complaints, provide solutions, and maintain customer satisfaction.

Who this role suits

• Someone who thrives on direct customer interaction and problem-solving within a fast-paced environment.
• An individual who is comfortable working flexible shifts, including weekends and holidays, to meet customer needs.
• A person with a proactive, positive attitude who is dedicated to improving customer experiences and processes.
• A candidate who is self-motivated, enjoys learning new things, and can work effectively both independently and as part of a team.

From the employer

• Provide accurate, comprehensive and timely information to customers via the ticket system or live chat.
• Ability to identify and understand customer problems.
• Manage complaints, provide proper solutions and options within the time limits; follow up to secure resolution.
• Ability to identify and relay critical issues and bugs that requires immediate attention to the respective teams.
• Follow communication procedures, guidelines, and policies.
• Verify customer documentation and guide them through the onboarding process.
• Documentation of common inquiries, feedback, and complaints.
• Highlight improvements in processes and procedures that will enhance customer experience.
• Other ad-hoc duties assigned.

• Must be available to work shifts if required. Early shift: 7:00 A.M - 3:00PM. Night shift: 3:00 P.M - 11:00 P.M. (5 days/week, including weekends, holidays, and OT if needed).
• Minimum 1-year experience in customer service, preferably in the finance or E-commerce industry.
• Bachelor’s College degree or equivalent.
• Familiarity with macOS or comparable technology is preferred.
• Excellent verbal and written skills in English.
• Ability to work interdependently with colleagues and is highly self-motivated.
• Proactive and positive with a passion for continually improving customer success function.
• Willingness and open-mindedness to learn in a new environment and domain.
• Proficient in written and customer relation skills to resolve customers inquiries.
• Ability to demonstrate patience and professionalism when dealing with challenging situations.
• Understanding and/or experience working in a Cryptocurrency/Blockchain/Fintech/Finance Trading domain preferred.
• Contribute to the team culture in a positive manner and customer-centric mindset.
• High level of honesty and integrity. Proactive and meticulous.
• A sense of responsibility and teamwork spirit.
• Ability to work under pressure, strong communication skills, and exceed expectations.
• Passionate about the crypto industry.

• MacBook or high-end laptop for working.
• Full coverage of social insurance.
• Premium health care for you and your family members.
• Full 100% salary during probationary period.
• Working in a professional, friendly, well-equipped workspace with both foreigners and Vietnamese.
• Extensive on job training; will always having chances to work with new emerging technologies.
• Friendly and fun start-up work culture.