Swan is hiring a

Web3 Swan Vault Onboarding Specialist

The Company

Swan is a leading Bitcoin-only financial services company supporting individuals and companies throughout their Bitcoin journey. We hire passionate Bitcoiners who want to work with a self-motivated and fully distributed startup team.

The Role

We are seeking a motivated and detail-oriented Swan Vault Onboarding Specialist to join our team. Swan Vault is our flagship multi-signature (multi-sig) collaborative custody product tailored to assist individuals in securely storing their Bitcoin holdings. With Swan Vault, customers can benefit from a robust multi-sig framework that ensures enhanced security by requiring multiple authorizations for transactions. This product is designed to offer best-in-class, ease-of-use and peace of mind by providing a secure storage solution backed by backups, minimizing the risk of loss or unauthorized access of Bitcoin holdings.

The ideal candidate will be responsible for guiding new users through the onboarding process, ensuring a seamless experience, and providing excellent support to leverage Swan Vault's multi-sig capabilities and backup mechanisms. This role plays a pivotal part in educating users on the importance of multi-sig security measures and facilitating a smooth transition onto the Swan Vault platform for safe Bitcoin storage.

This addition highlights Swan Vault as a multi-sig collaborative custody solution specifically designed for storing Bitcoin securely with backup mechanisms, and it underscores the Onboarding Specialist's role in guiding users through its features and security protocols.

Your responsibilities

• Manage the end-to-end onboarding process for new Swan Vault users, including account setup, verification, and familiarization with the platform's features.
• Provide personalized assistance and guidance to users through various communication channels (email, chat, phone, video-calls) to address inquiries and resolve issues promptly.
• Collaborate with cross-functional teams to streamline onboarding procedures and improve user experience based on feedback and insights.
• Conduct training sessions or webinars to educate users on best practices, security measures, and the functionality of the Swan Vault platform.
• Maintain accurate records of user interactions and feedback to identify trends, common issues, and areas for improvement.
• Be flexible with working hours to accommodate the demand from customers, which may include working during weekends and evenings as needed to ensure excellent customer support and service.
• Stay updated on industry trends, regulatory changes, and technological advancements in Bitcoin asset management to provide informed assistance and guidance to users.

Skills and experience that will help you succeed

• Proven experience in customer support, onboarding, or client services within the fintech or Bitcoin industry is preferred.
• Strong understanding of Bitcoin fundamentals and technology.
• Hands-on experience and proficiency in working with hardware wallet devices such as Blockstream Jade, Coldcard, Trezor, Ledger, and other popular devices, and Bitcoin desktop wallet applications such as Specter, Sparrow, Electrum and others.
• Ability to troubleshoot and provide comprehensive support for users encountering issues related to hardware wallet setup, usage, and security.
• Excellent communication skills with the ability to explain complex concepts in a clear and concise manner.
• Detail-oriented and adept at multitasking in a fast-paced environment.
• Customer-centric mindset with a commitment to delivering exceptional service.
• Proficiency in using Gsuite, Zendesk, and other relevant tools.
• Fluency in English required, bonus points for Brazilian Portuguese.
• Able to work US timezones.

Here's a bit about our culture

• We’re a growing team: Fully distributed across the world, Slack and Huddles are huge here.
• We’re very flat: Leadership is desired and encouraged; we hire people who care about and use the product they are working on.
• We’re Bitcoiners: We find solutions that encourage Bitcoin principles. We are often involved in the Bitcoin community through writing, podcasts, conferences, open source projects, and time spent on Twitter to help educate the masses. We love Bitcoin, and it comes through in our daily chats, meetings, and actions.

Join us, become a Swan!