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Customer Experience Executive
Brazil
Brazil – Brazil /
Consultant /
Hybrid
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We are looking for a Customer Experience Executive to provide exceptional support to clients of our crypto exchange and help build the structure of our customer support operations. This is a temporary 3-month role with potential extension up to 1 year. The position reports to the Head of Marketing in Brazil.
Key Responsibilities
- Deliver timely and high-quality support to clients via Zendesk and other support channels.
- Assist clients during onboarding, ensuring smooth adoption of the exchange platform.
- Troubleshoot and resolve client issues efficiently while maintaining a positive experience.
- Establish and document CS processes and workflows, laying the foundation for a scalable support team.
- Monitor customer metrics, including churn, NPS, product adoption, and LTV, and provide actionable insights.
- Escalate critical issues to Product, Marketing, and CRM teams and collaborate on solutions.
- Generate reports and updates for the Head of Marketing in Brazil.
- Share knowledge and best practices with team members and conduct internal training.
Qualifications
- Solid experience in Customer Service or Support roles, ideally in fintech, crypto, exchanges, or digital assets.
- Experience using Zendesk or similar platforms such as Intercom or Freshdesk.
- Fluent in Portuguese and English; Spanish is a plus.
- Proactive, results-oriented, and able to work independently.
- Able to follow instructions and collaborate effectively with colleagues.
- Committed to going beyond basic responsibilities to ensure customer satisfaction.
- Flexible to work across global time zones, including collaboration with Asia.
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What is the role of a customer support?
A customer support role would typically involve assisting customers with any issues or questions they have about the web3 platform or any of the decentralized applications (dApps) that run on it
This could include helping users navigate the platform, troubleshooting any technical issues they might be experiencing, and providing guidance on how to use specific dApps or features
The specific responsibilities of a customer support role in web3 would depend on the organization they are working for and the specific needs of their customers.