Celsius is hiring a

Web3 Customer Service Quality Assurance Specialist

Celsius addresses the financial needs of today’s consumers worldwide through a democratized interest income and lending platform accessible via mobile and desktop app. With a mission to put unparalleled economic freedom in the hands of the people, and a core belief that financial services should only do what is in the best interests of the community, Celsius is a modern earning and lending platform where membership provides access to curated financial services that are not available through traditional financial institutions. Crypto holders can earn yield on the digital assets in their account with Celsius, and can borrow fiat or stable coins against their crypto collateral at the lowest interest rates in the space.  

The Celsius team is committed to doing good and doing well. We believe in the power of disruption and the importance of decentralization to create a new system that acts in the best interest of everyone. Each member of our team brings something unique and innovative to the table, but the common thread that links us together is our passion for blockchain, equality, and leading the next financial revolution that changes the equation to bring power back to the people.

Why become a Celsian?

The Celsius team is committed to doing good and doing well. We believe in the power of disruption and the importance of decentralization to create a new system that acts in the best interest of everyone. Each member of our team brings something unique and innovative to the table, but the common thread that links us together is our passion for blockchain, equality and leading the next financial revolution that changes the equation to bring power back to the people. 

Customer Service Quality Assurance Specialist 

Celsius is looking for a Customer Service Quality Assurance Specialist that will help us improve our support agent’s performance and overall customer service.

What you’ll do:

• Audit calls, emails, and social media posts daily to ensure our customer service aligns with our guidelines and standards
• Join daily meetings to sync with quality assurance leaders in all of our customer support locations
• Review customer feedback and data to improve overall customer experience
• Maintain and develop internal support and call center quality standards
• Help agents improve their performance with specific instructions, constant support and constructive feedback
• Discuss and explain feedback with shift managers in regular meetings
• Create strategies to improve support KPIs
• Analyze all customer service metrics and how the support team’s performance affects our KPIs
• Map the need for training based on the support team’s performance
• Create reports that reflect support performance
• Contribute to the team culture in a positive manner

What do you need to have?

• At least 1 year of hands-on experience in quality assurance
• Outstanding customer service skills and dedication to providing exceptional customer care
• English as a mother tongue - a must
• Work experience in Quality Assurance systems
• Experience in the customer service space and working knowledge of customer service tools (Zendesk is a plus!)
• You have a can-do attitude and are ready to be a team player and work with both cross-company and global teams
• You are a quick learner and self-motivated
• Bachelor Degree a plus
• Proven track record of analytical skills
• Great people skills and ability to communicate constructive feedback
• Good organizational skills, knowledgeable in goal-setting practices
• Examples of data visualization abilities and understanding of support metrics
• Problem-solving capabilities to create meaningful strategies to improve support quality.

Advantages:

• Familiarity with Cryptocurrency - big advantage
• Second language - advantage

Apply Now: