Customer Support Web3 Jobs in Estonia

Are you looking to be a part of one of the most influential companies in the blockchain industry and contribute to the crypto revolution that is changing the world?

At Metallicus, we are shaping digital money and revolutionizing the way people transact by building the decentralized financial infrastructure of the future. To date, we have launched and operate Metal Pay (digital banking and crypto wallet) and Proton SDK a distributed ledger for identity and interaction with the card and banking payments settlement layer.

As we expand into Europe, we are seeking a multi-lingual, solutions-oriented Customer Support Agent who is passionate about our customers and loves to innovate and execute customer-centric strategies. The environment is fast-paced and requires that you can think quickly on your feet. Metallicus EU Support operations will support the local and global audience to provide a world-class premium level of support.

Responsibilities:

• The primary task is face to face onboarding of users based in the EU.
• Stay up to date with regulatory training from Compliance.
• Execute onboarding protocol with extreme diligence.
• Escalate and report irregularities.
• Become an expert on all of Metallicus products, for all regions.
• Respond to customer service tickets via email, live chat, and social media.
• Monitor chats and social media relating to Customer Service, including Twitter, responding to issues around service.
• Document potential bugs and escalating issues or proposal for resolution and approval.
• Draft and update template responses and Knowledge Base Articles.
• Be driven by metrics and key performance indicators to support informed and strategic decisions to achieve Support team goals and Metallicus Mission and Values.
• Ticket escalation: assist directly or route customers to the appropriate personnel for assistance.
• Ensure customer satisfaction by meeting customer needs in a courteous and timely manner and within established SLA timeframes.
• Support the on-boarding process for Metallicus customers.
• Help formulate CS procedures, guidelines, and policies.

Requirements:

• 1+ years of customer service or customer support experience in tech, crypto, financial service or exchange ideally.
• Multilingual including English and preferably at least one of the following languages: Estonian,German, Dutch, and Italian.
• Strong written and verbal communication skills.
• Comfortable working with Google Suite (Docs, Sheets, Slides, etc).
• Experience working in a customer-centric and customer-facing environment.
• Familiarity with Bitcoin and other cryptocurrencies.
• Ability to explain technical processes to non-technical clients.
• Strong attention to detail.
• Work well on a team.

Preferred Qualifications:

• Familiar with ZenDesk and Slack.
• Familiar with Microsoft Office products and Google Suite.
• Startup experience preferred.
• Previous experience at an exchange is a plus.
• Experience supporting KYC, onboarding or compliance.
• You have a passion for crypto and want to learn more!