Bitcoin.comâs mission is to create more âeconomic freedomâ in the world. By economic freedom we mean the ability for individuals to freely acquire and use personal resources however they choose. We assert that economic freedom is a fundamental human right and a vital component of human dignity â and we believe that it is foundational for peaceful and prosperous societies.
Our vision is to provide the next billion people with access to products that exemplify the ideals of Bitcoin. These ideals - which include peer-to-peer transactions, decentralization, censorship resistance, and permissionless-ness - bolster economic freedom. Since 2015,Bitcoin.com has been a global leader in introducing newcomers to Bitcoin and cryptocurrency. In December 2022 we took the next step with the launch of our own rewards and utility token VERSE and our own decentralized cryptocurrency exchange Verse DEX. By incentivizing and gamifying engagement in the Bitcoin.com ecosystem, Verse supercharges Bitcoin.comâs mission to onboard the world to crypto and accelerate the transition towards a more inclusive financial system.
Bitcoin.com is currently hiring for a Customer Support Specialist to strengthen our Global Support Team.
As a customer support agent, your role is crucial in maintaining customer satisfaction and encouraging continued use of our products and services. Your responsibilities include but not limited to enhancing CSAT, gathering user feedback, and providing prompt solutions. You will serve as the primary contact for our clients' customers through various channels such as email, live chat, telegram, discord, and potentially slack. We work with intercom, a customer service platform, which is powered by an AI system to revolutionize the customer support process for the Bitcoin.com users.
Responsibilities:
- We are looking for someone with extensive knowledge of cryptocurrency. This individual should also have excellent interpersonal skills and be able to work well with other teams. We are seeking someone who is passionate about their work.
- Excellent communication and presentation skills.
- Ability to multitask, prioritize, and manage time effectively
- Flexible to work with and can handle pressure.
- We are seeking someone who is flexible to work during the Asia Pacific time zone, but is also willing to work the graveyard shift.
- Manage large amounts of intercom tickets and have some knowledge of intercom.
- Identify and assess customersâ needs to improve user experience.
- Build sustainable relationships and trust with customer/3rd party merchants through open and interactive communication via intercom, telegram, discord, slack.
- Provide accurate, valid and complete information by using the right methods/tools
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution and customer is not dropped out of the pipeline.
- Escalate issues to 3rd party merchants, resolve & follow up with users.
- Follow communication procedures, notion/intercom guidelines and work policies.
- Take the extra mile to engage customers â not send a boring canned response/macros.
- Generate sales leads (if needed)
Core Competencies:
- Positive attitude
- Problem-solving
- Taking Responsibility
- Active listening
- Gaining insights from users
- Technical knowledge
- Adaptability
- Data analysis skills
- Resourcefulness
- Excellent communication and interpersonal skills, with a keen awareness of the critical role of collaboration with cross-functional teams.
- Previous experience with non-custodial cryptocurrency applications is a strong asset
- A comprehensive understanding of payment processors, transaction monitoring systems used to approve credit/debit card transactions.
- Preferred experience includes exposure to the intricate nuances of the cryptocurrency industry.