Ramp is hiring a
Web3 Customer Support Agent

Compensation: $63k - $102k *

Location: 14 Warsaw, Masovian Voivodeship, Poland

🙌🏼 What you will be doing

We’re seeking a Customer Support Agent to provide best possible user experience for our clients. Someone who is excited by the possibilities of working on the intersection of FinTech and blockchain, and by possibility of growth within the area and within the team. Focused and deeply detail-oriented.

This is a shift-based role, and shift patterns span the entire 24-hour period, you will be required to work full-time five days per week (including weekends).

🧩 What you will be working on

  • Responding promptly and professionally to customer inquiries, questions, and complaints via various channels, including email, live chat, and social media platforms.
  • Providing accurate and detailed information about Ramp Network’s products, services, and platform functionalities.
  • Troubleshooting and resolving customer issues related to onboarding, transactions, and technical difficulties.
  • Collaborating with internal teams, including development and product teams, to address complex customer issues and provide effective solutions.
  • Proactively identifying patterns or trends in customer inquiries and provide feedback to improve product features and user experience.
  • Assisting in creating and updating customer support documentation, including FAQs, knowledge base articles, and user guides.
  • Reporting and Analysis: Regularly analyzing customer support metrics, trends, and feedback to identify areas for improvement. Generating reports and insights to guide and enhance the quality of support services.
  • Automation Initiatives: Taking a lead role in identifying opportunities for automation within the customer support workflow. Developing and implementing innovative automation solutions to streamline processes, enhance efficiency, and improve the overall customer experience.
  • Contributing to the continuous improvement of customer support processes and workflows, including analysis and creating reports
  • Maximising customer satisfaction, and identifying areas for new / additional training or knowledge checks.
  • Mentoring and supporting other team members.
  • Maintaining a positive and empathetic attitude while working under pressure to ensure customer satisfaction and retention.

⚙️ Our toolkit:

  • Slack, Notion, Google Workspace, ClickUp
  • Intercom, internal CRM system

🤟🏻 What you will bring:

  • Experience in a customer support role of at least 2 years, preferably in the technology or fintech industry.
  • Strong interpersonal and communication skills, with the ability to effectively communicate technical concepts to both technical and non-technical individuals.
  • Excellent problem-solving and analytical skills, with a keen attention to detail.
  • Ability to work independently and as part of a team in a fast-paced and dynamic environment.
  • Proficiency in using customer support software and tools for ticket management and communication (i.e. Intercom).
  • Proven ability to multitask and prioritize workload effectively.
  • Patience, empathy, and a genuine passion for providing exceptional customer service.
  • Proactive approach to professional development, eagerness to embrace new challenges and learning opportunities.

🌟 Extra points for:

  • Familiarity with blockchain technology, cryptocurrencies, and decentralized finance.
  • Readiness and/or previous experience in mentoring and supporting other team members.

🤝 Our interview process

  • 30 min Discovery Interview with a Talent Partner
  • Home-based task
  • 45 min Final Interview with the Head of Customer Support and CS Team Leader

🪄What’s in it for you?

💸 Competitive salary

  • Equity package: share in our success
  • Zero-fee crypto purchases via on-ramp!
  • 4500 - 7200 PLN gross on employment contract

🩺 Health & wellbeing

  • Private medical care package
  • Gym pass for you and your partner
  • Dedicated time off for yearly health check-ups

🧠 Development & Growth

  • Self-development and conference budget
  • Language lessons
  • Internal workshops and activities supporting growth and mental health

🏢 Great working environment

  • Modern and comfy offices in Warsaw and Wroclaw, which has everything you'll need to excel and collaborate with your team
  • Hybrid working
  • The best laptops and kit to work on
  • Internal Tech meetups on-site & online

🍿 Socials

  • Lunch on us twice a week for you to connect your with fellow Rampers
  • Healthy snacks and beverages in the office daily
  • Team socials funded by us

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Apply Now:

Compensation: $63k - $102k *

Location: 14 Warsaw, Masovian Voivodeship, Poland

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