Fortress Trust is hiring a

Web3 Customer Operations Specialist

Fortress Blockchain Technologies is a fintech company building the foundation for our digital futures. The company spans traditional markets and banking, neo-banking, blockchain technologies, cryptocurrency, NFTs, and metaverses through a suite of services and REST APIs. With our products and APIs, clients can build their platforms with a backend to service everything they would need to modernize with our burgeoning digital economy.

 

Fortress is seeking a hard-working and self-driven individual to join our energetic, forward-thinking

Customer Operations team. We are a rapidly growing, challenger fintech company in Summerlin with

emphasis currently on payment processing for both consumer and business accounts.

As a key member of the Customer Operations team at Fortress, you will be responsible for day to day operations including, but not limited to:

• Providing exceptional and timely support to customers via email, chat and phone
• Multi-tasking across multiple systems and applications including Zen Desk and internal customer
• tooling
• Coordinating and building relationships with other departments
• Troubleshooting technical issues
• Assisting businesses with completing sign up process and uploading required documentation during sign up process
• Taking on any special projects for the business that may need extra attention
• Providing support to sales, operations, funds processing, compliance, and dev teams
• Facilitating a deep knowledge and understanding of our products
• Continuously developing skills and industry knowledge to enhance the value of all customer interactions

Job Requirements and Skills

• Communication Skills – Excellent communication, written and oral. Communicates well with peers, colleagues (including leadership), and clients on a regular basis. Ability to convey messages and ideas concisely and effectively with professionalism.
• Driven to provide the best customer experience and continually improve performance
• Feedback Driven – Open to feedback and always striving for self-improvement. Collaborating on feedback and improvement plans with your direct leader
• Planning, Organizing, Time Management, Prioritization – Can plan personal timeline to meet specific task goals. Understands the requirement to be organized and work in an organized fashion. Works efficiently with a pre-defined schedule or set of existing priorities but can also effectively prioritize situations and emergencies.
• Work Style, Ethic and Initiative – Works well independently and in groups. Demonstrates ability to communicate and work accordingly with other departments and external businesses. Able to stay focused and maintain drive throughout a busy and heavy workflow. Self-motivated, and understands what needs to be done without requiring instruction
• Critical Thinking & Problem Solving – Identifies constraints, bottlenecks, and potential problems for a variety of internal and external processes with little to no clear resolution. Consistently taking ownership of problems while providing a solution with appropriate documentation/explanation. The ability to understand complex situations and drive to a meaningful outcome.
• Detail Oriented – Ability to address details specific to individual tasks as well as understanding the big picture associated with given task.
• Conflict Resolution – Able to address conflicts internally and externally related to tasks/processes for which they have direct ownership of
• Familiarity with Zendesk or other CRM systems

Desired Qualifications & Experience

• Bachelor's degree preferred
• 2+ years of customer service experience
• Prior knowledge and experience working in the fintech industry
• Must have open availability to work early mornings, nights, and weekends
• Desire to work in a fast-paced environment that evolves with customer needs
• Must be located in the Las Vegas/Henderson area
• Salary: TBD (Based on Experience)