CoinFlip is hiring a

Web3 Customer Support Agent (Social Media)

CoinFlip is a leading fintech company powered by cryptocurrency. The company operates the world's largest network of cryptocurrency ATMs by transaction volume with over 4,500 kiosks across 49 US states, Puerto Rico, Canada, and Australia supporting the buying and selling of major cryptocurrencies with cash. In 2020, CoinFlip launched Order Desk, an over-the-counter service that provides investors with a personal account manager and competitive coin pricing. In 2023, CoinFlip launched a digital platform called Olliv: the easiest way to buy, sell, send, swap, and receive crypto.

CoinFlip was founded in 2015 by Daniel Polotsky, Kris Dayrit, Alan Gurevich, and Ben Weiss. Headquartered in Chicago, CoinFlip placed in the top 100 on the 2021 and 2022 Inc. 5000 list, and on the 2022 Deloitte Technology Fast 500, was named the 2021 and 2022 #1 fastest-growing company in Chicago by Crain's and was awarded the 2021 and 2022 Stevie ® Awards for Customer Service. For more information about CoinFlip, please visit www.CoinFlip.tech.

We are seeking a dedicated and proactive Customer Support Agent to join our team and manage customer inquiries across channels, but with a primary focus on social media. As a Customer Support Agent, you will be the front-line representative of our company, responsible for providing exceptional support and ensuring a positive customer experience across various social media platforms, as well as traditional support channels (email, phone, chat). 

Responsibilities:

• Monitor and respond to incoming messages across various social media platforms (e.g., Facebook, Twitter, Instagram) in a timely and professional manner. 
• Engage customers in a professional and empathetic manner, addressing their inquiries and feedback effectively. 
• Resolve customer issues by providing appropriate solutions, troubleshooting steps, and escalation when necessary. 
• Contribute to the development of social media response templates, FAQs, and resources to streamline customer support processes. 
• Maintain a thorough understanding of our products, services, promotions, and company policies to deliver accurate information to customers. 
• Proactively identify trends and common issues from social media interactions, providing insights to improve our products, services, and customer experience. 
• Monitor brand mentions and relevant hashtags, engaging in conversations to foster positive brand image and awareness. 
• Stay up to date with social media trends, platform features, and best practices for effective customer engagement. 
• Generate regular reports summarizing customer interactions, trends, and feedback for management review. 
• Collaborate with the marketing team to align messaging and maintain consistent brand voice in social media interactions. 

Qualifications:

• High school diploma or equivalent; bachelor’s degree preferred. 
• Min. 3 years proven experience in customer service or a related role, with a focus on social media customer support. 
• Excellent written and verbal communication skills with a strong command of grammar and tone. 
• Proficiency in using social media platforms (e.g., Facebook, Twitter, Instagram, LinkedIn) for business purposes. 
• Ability to handle multiple conversations simultaneously while maintaining accuracy and professionalism. 
• Strong problem-solving skills and the ability to navigate and diffuse challenging situations. 
• Empathetic and patient attitude with a genuine desire to assist customers and resolve their concerns. 
• Basic understanding of our industry, products, and services. 
• Adaptability to changing priorities and fast-paced environments. 
• Attention to detail and commitment to delivering high-quality customer interactions. 
• Familiarity with customer support tools and ticketing systems is a plus. 
• Experience with CRM software (Zendesk, Salesforce, TalkDesk, etc).  
• Knowledge of social media monitoring and analytics tools is beneficial. 
• Able to work the shift of 10am-6pm CT, Mon-Fri

Nice to Have:

• Experience working for a rapidly growing startup and managing change
• Experience in financial services, fintech and/or crypto

Working at CoinFlip means collaborating with experienced and innovative leaders who share a clear vision and a track record of success. We offer a collaborative and positive working environment where we encourage employees to balance productivity with time to recharge. Compensation is above and beyond a typical “startup” — we offer competitive salaries, performance-based incentives, and competitive benefits for full-time employees.

CoinFlip values diversity in the workplace and is an equal opportunity employer committed to providing an inclusive and accessible work environment. We thank all candidates who apply, but only those selected for an interview will be contacted. 

By applying to this role, you give express consent to CoinFlip to send you informational text (SMS) messages regarding this role and the application process. You can cancel the SMS service at any time by replying "STOP" to the text message you received. If at any time you forget what keywords are supported, just reply "HELP." Message and data rates apply. If you require a special accommodation, please let us know and we’ll work with you to meet your needs.