Notabene is hiring a

Web3 Customer Support Specialist

Notabene is on a mission to make crypto a part of the everyday economy. Leading crypto organizations use our tools to reduce transaction risk and make crypto transfers safe. Working across three continents in eight countries, the Notabene team serves our fantastic community of 30+ customers, including financial institutions, fintechs, exchanges, and more.

We’re proud to have the support of leading investors, including Y Combinator, Jump Capital, Castle Island, Green Visor Capital, and more.

We’re at an exhilarating moment in our journey, as regulation technologies (reg-techs) are fast becoming recognized as a vital enabler of the crypto ecosystem. Notabene is growing fast—and we’re looking for people like you to help shape the future rails of the crypto industry!

We’re seeking a Customer Support Specialist to grow with us as we partner with customers to achieve Travel Rule Compliance. As the first Customer Support Specialist in our growing Customer Success team, you will play a key role in supporting our growth and expansion globally as a technical product expert through knowledge sharing, training, and advice during the initial onboarding and on an ongoing basis as you become a trusted advisor to our customers ensuring continued customer satisfaction.

The Customer Support Specialist is someone who enjoys helping people solve tricky technical problems. You love interacting with people on a daily basis to help them learn how to use our products to meet the relevant regulation. You are a self-starter who loves keeping up on the latest industry and technology trends and sharing that knowledge with others. You value teamwork and collaboration and you want to be a part of a team that our customers and coworkers depend on every single day.

What you'll be doing

• Lead the day-to-day management of all customer support queries in line with SLAs, including; account maintenance, troubleshooting issues, and general queries
• Be familiar with challenges faced by Notabene’s customers in meeting Travel Rule requirements in their jurisdictions and work with our wider client-facing team to help our customers to overcome those challenges.
• Work closely with the product and engineering teams to provide a feedback loop on new product development opportunities
• Proactively monitor the automated customer onboarding journeys to assist Customer Success Managers in accelerating the time-to-value and reducing friction in the initial implementation process
• Report on ticketing data to influence our capacity planning and product roadmap
• Maintain our Customer Knowledge hub and build relevant support processes to improve the customer journey

What you'll bring

• Experience in the B2B SaaS space or a complex technical market
• Experience working with and/or a demonstrable interest in crypto and blockchain
• You love to learn about new technology and are curious about how things work under the hood
• Passionate about cryptocurrency and the future of finance
• Always take up the opportunity to broaden your knowledge and continuously improve and develop your skills
• Proven ability to manage competing tasks, set priorities, and follow up on client requests in a fast-paced environment
• Excited by the prospect of rolling up your sleeves and getting stuck in with everything required to support customers, from the day-to-day admin to proactively solving customer problems.
• Emotional intelligence and an empathetic propensity to think outside the box to understand what customers are asking and solve challenges
• You enjoy thinking creatively and problem-solving under pressure

Bonus Point

• Having worked in a startup and/or scale-up Fintech environment
• Demonstrated knowledge of API and backend systems design
• Ability to work in a second language - Mandarin, Japanese, Korean, or Spanish
• Prior working experience in the cryptocurrency or blockchain space is a huge plus