Swyftx is hiring a
Web3 Customer Support Officer

Compensation: $63k - $102k *

Location: Brisbane

Customer Support Officer

Brisbane
Customer Support and Compliance – Customer Support /
Permanent
/ Hybrid

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At Swyftx, we're not just building a fintech scaleup; we're shaping the future of Australia's digital currency industry. With over 650,000 users, we have our sights set high, aiming to be Australia's most trusted cryptocurrency trading platform and the next billion-dollar success story. 

As a Customer Support Officer at Swyftx, your role is more than just a job; it's an opportunity to leave your mark on an industry-defining company. Your primary mission is to ensure our customers feel supported throughout their Swyftx journey, right from the outset. By taking on this role, you'll play a pivotal part in elevating customer engagement and satisfaction, contributing to Swyftx's status as a leader in customer experience. Successful applicants will have opportunities to progress into other departments such as Compliance, High Value Account Management and Customer Automation.
 
As a crypto enthusiast, you possess an innate eagerness to learn and a genuine passion for ensuring customer happiness. Thriving in dynamic environments, you enjoy problem-solving and recognise the importance of organisational skills in achieving results. 

Some of your key responsibilities in this role will include:

    • Delivering top-tier customer service across various channels, including live chat, emails, and phone interactions. 
    • Establishing strong rapport with both new and existing customers, positioning yourself as a trusted advisor. 
    • Provide personalised assistance to high-value clients by prioritising the resolution of their issues and concerns. 
    • Efficiently manage your time by handling an average of 20 customer inquiries per hour whilst maintaining quality support. 
    • Collaborating with customers and colleagues to gather information and promptly resolve customer issues, striving for first point-of-contact resolution. 
    • Methodically troubleshooting, investigating, and solving unique customer inquiries, while clearly documenting everything in our CRM system. 
    • Ability to handle and deescalate difficult customers or high-pressure situations while maintaining professionalism and empathy. 
    • Assisting the Compliance Team by addressing incomplete verifications and facilitating KYC processes to onboard new users. 

To ensure success in this role, you should possess:

    • A strong background in cryptocurrency, including: 
    • A minimum of 3 years hands-on cryptocurrency expertise either through personal investing or from direct work experience 
    • Proficient use of block explorers to diagnose and resolve transfer issues. 
    • Practical experience and a thorough understanding of different cryptocurrency networks, along with operating various hot and cold wallets. 
    • Familiarity and capability across various local and international cryptocurrency exchanges. 
    • An understanding of trading and derivatives markets. 
    • Willingness to stay updated on industry trends, new cryptocurrencies, and changes in regulations. 
    • Previous experience in customer support, preferably using platforms like Intercom or Zendesk. 
    • Exceptional communication skills, both written and verbal. 
    • The ability to explain complex concepts clearly and concisely to users with varying levels of expertise. 
    • Able to thrive in a dynamic work setting by readily adapting to changes. 
    • Collaborative skills to work with other teams within the company, such as development or compliance teams, in addressing and flagging complex issues. 

Some of our perks and benefits include:

    • Unlimited fee-free trading 
    • Career growth, training, mentorship, and development opportunities 
    • Social activities, game breaks and recognition awards 
    • Fully stocked kitchen, breakfast and lunch foods, unlimited fresh fruit, snacks and kombucha 
    • Weekly catered lunches on a Wednesday 
At Swyftx, we're not just building a diverse and dynamic environment; we're celebrating it. We value and embrace the unique experiences, qualities, and characteristics that each member of our team brings, and we're committed to cultivating an inclusive workspace where everyone feels valued, respected, and empowered to do their best work.   
 
If you are driven by excellence, a deep commitment to integrity, and an unwavering drive to make an impact then click ‘apply now’.  
 
We have an internal Talent Acquisition function, and therefore are not accepting approaches from recruitment agencies. 
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Compensation: $63k - $102k *

Location: Brisbane


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