Ramp Jobs in Poland

🙌🏼 What you will be doing

We’re seeking a Customer Support Quality Assurance Analyst (Spanish native speaker) to ensure we provide the best possible user experience for our clients. Someone who is excited by the possibilities of working on the intersection of FinTech and blockchain, and by the possibility of growth within the area and the team. Focused and deeply detail-oriented.

🧩What you will be working on

• Conduct audits to ensure the quality of customer interactions across various channels, including email, live chat, and social media platforms.
• Evaluate procedures, policies, and agreements related to customer satisfaction feedback
• Identify areas for improvement in customer communication, product knowledge, and resolution of inquiries and complaints.
• Analyze key performance indicators (KPIs) to measure and improve customer support effectiveness.
• Develop and update training materials to enhance Customer Support Agents’ skills in handling customer interactions and resolving issues.
• Prepare reports on trends in customer inquiries and problematic areas, and deliver presentations to relevant stakeholders.
• Oversee chatbot and automation systems related to customer inquiries, ensuring appropriate tone and accuracy of information.
• Manage and analyze tags to effectively categorize customer issues and generate accurate reports.
• Act as a representative of the Customer Support team in cross-team meetings.
• Undertake additional tasks as assigned by the supervisor to support the team's objectives.

⚙️Our toolkit:

• Slack, Notion, Google Workspace, ClickUp
• Intercom, internal CRM system

🤟🏻What you will bring:

• Previous experience in quality assurance or similar roles within a customer support or call center environment, preferably in the technology or fintech industry.
• Strong analytical skills with the ability to identify patterns and trends in call data
• Strong interpersonal and communication skills, with the ability to effectively communicate technical concepts to both technical and non-technical individuals.
• Detail-oriented approach to ensure adherence to policies and procedures.
• Ability to work independently and as part of a team in a fast-paced and dynamic environment.
• Proficiency in using customer support software and tools for ticket management and communication (i.e. Intercom).
• Proven ability to multitask and prioritize workload effectively.
• Patience, empathy, and a genuine passion for providing exceptional customer service.
• Proactive approach to professional development, eagerness to embrace new challenges and learning opportunities.

🌟Extra points for:

• Familiarity with blockchain technology, cryptocurrencies, and decentralized finance.
• Readiness and/or previous experience in mentoring and supporting other team members.

🤝Our interview process

• 30 min Discovery Interview with a Talent Partner
• Home-based task
• 45 min Final Interview with the Head of Customer Support and CS Team Leader

🪄What’s in it for you?

💸 Competitive salary

Equity package: share in our success

Zero-fee crypto purchases via on-ramp!

7200 PLN gross (Employment contract of Contract of Mandate)

🩺 Health & wellbeing

Private medical care package

Gym pass for you and your partner

Dedicated time off for yearly health check-ups

🧠 Development & Growth

Self-development and conference budget

Language lessons

Internal workshops and activities supporting growth and mental health

🏢 Great working environment

Modern and comfy office in Warsaw, which has everything you'll need to excel and collaborate with your team

Hybrid working

The best laptops and kit to work on

Internal Tech meetups on-site & online

🍿 Socials

Lunch on us twice a week for you to connect your with fellow Rampers

Healthy snacks and beverages in the office daily

Team socials funded by us