Remote - Customer Service (Fintech)

About the role

This role focuses on providing direct customer support for Btse's fintech and crypto platforms. You will be the primary point of contact for users, addressing their concerns and queries through various channels such as email, live chat, social media, and messaging platforms. The work involves troubleshooting issues related to transactions, platform functionality, wallets, and accounts, often coordinating with internal teams to find resolutions.

A key aspect of this position is ensuring efficient and accurate problem-solving, which includes managing specific tasks for VIP clients and partners. You will also contribute to building out documentation, such as FAQs, standard operating procedures, and knowledge base articles, for new features and updates. This proactive approach to support helps maintain service quality and user satisfaction.

Success in this role means consistently delivering high-quality service to a global user base. This involves not only resolving immediate issues but also demonstrating independent thinking to improve services and sharing insights with the team. The ability to manage a rotational schedule, including weekends and holidays, is necessary to cover the needs of a diverse customer base.

The salary for this position ranges from $120,000 to $200,000 annually.

Skills that matter here

• English language: Proficiency in both verbal and written English is essential for communicating with a global customer base and documenting support information.
• Customer Service CRM and Live Chat Platform: Experience with these tools is preferred for managing customer interactions and support workflows efficiently.
• e-commerce or digital retail industry: Working knowledge of this industry helps in understanding customer expectations and common issues within a digital service environment.
• crypto or digital trading: Prior experience or knowledge in this area is an advantage, as it directly relates to the company's core business and customer inquiries.

Who this role suits

• You are a clear and patient communicator, capable of explaining complex issues simply.
• You are proactive in identifying and resolving problems, often thinking independently to find solutions.
• You are adaptable to different communication channels and can manage a varied workload.
• You are comfortable with a rotational work schedule, including weekends and holidays.

From the employer

Duties & Responsibilities:

• Assist customers on the platform by addressing concerns, requests, and queries across various communication channels, including support email, CRM systems, live chat, social media, community forums, and official messaging platforms (e.g., Telegram, WhatsApp, Discord).
• Troubleshoot and coordinate with internal support teams and colleagues to resolve transaction, platform, wallet, and account-related issues efficiently and accurately.
• Handle special tasks that may require additional support for VIPs, white label and/or mutual on-boarding partners; Co-manage high level customer support needs with the Sr. Customer Service Officer and/or CS Head.
• Build up FAQ, SOP, KB, Confluence for any new coming features and updates as required.
• Perform other tasks and duties to be assigned by Supervisor.

Basic Qualifications:

• Proficient in verbal and written English language (and/or any market-based language proficiency requirement).
• Good soft skills and attitude (Courtesy, Interpersonal Skills, Positive/Proactive Attitude etc.).
• Capacity for independent thinking, i.e. for finding ways to "resolve new problems or improve our services" on your own and share it with team members.
• Minimum of 2 years' experience in Customer Service, BPO, or a related client-facing support role.
• Working Knowledge on e-commerce or digital retail industry.
• Willing to work a rotational schedule, including weekends and holidays.
• Willing to work at the office/business site in Manila.

Preferred Qualifications:

• Proficient in verbal and written English language (and/or any market-based language proficiency requirement).
• Proficient in using Customer Service CRM and Live Chat Platform.
• Capacity for independent thinking, i.e. for finding ways to "resolve new problems or improve our services" on your own and share it with team members.
• With at least 2 years' Customer Service / BPO experience.
• Willing to work in a rotational schedule.
• Willing to work on business sites or at home as needed.
• Experience or knowledge in crypto or digital trading is an advantage.