Customer Experience Representative

3Commas.io is a leading developer of cryptocurrency trading software, building the leading automation platform for crypto trading—turning complex markets into simple yet powerful algorithmic strategies. Our AI‑driven bots (DCA, Grid, Signal), deep integrations with TradingView, and a robust API enable traders to automate and optimize across 15+ major exchanges, including Binance, Coinbase, OKX, and Bybit. We serve a global community of individual and institutional traders and developers who rely on our security‑first, reliable, and battle‑tested infrastructure to run strategies 24/7. Join us to build tools that power real trading volume, tackle hard product and engineering problems at scale, and make pro‑level trading accessible to everyone. Role Overview As Customer Experience Representative, you will be empowered to help our customers with a range of needs from simplistic to more complex issues. This work will cross many topics encompassing crypto trading, administrative issues, and exchange‑specific issues. Your job is not only to help our customers but also to help us learn as a company from each interaction so that we can make our customers' experience as effortless as possible within a dynamic and fast‑paced environment. Key Responsibilities Customer Support: Deliver an outstanding customer experience through inbox conversations via various channels, including live chat and email. Product Expertise: Grow your crypto services expertise by developing deep subject mastery of crypto trading and exchanges. Proactive User Engagement: Drive continuous improvement to delight customers, acting as the voice of the customer to identify and communicate better ways to serve them and improve our product. Team Collaboration: Work closely with other support representatives and Community Moderators to ensure consistency, high quality customer service, and proper escalation of feedback received from users. Requirements Excellent customer service written and verbal communication skills with a passion to support customers through various channels. Minimum of 2 years of experience in customer service. Proven experience working with help desk systems (Intercom/Zendesk), Notion, Google Workspace (Drive/Gmail/Sheets/Docs/Slides), Slack. Understanding of cryptocurrency/blockchain‑related terminologies and trends. Previous experience with trading cryptocurrencies and associated tools such as charting software and technical analysis indicators. Ability to quickly defuse customer anxiety through exceptional customer service skills. Self‑starter who is comfortable with some ambiguity within a fast‑paced environment. Ambitious to improve skills and realize your full potential with training to develop and grow from a basic to higher level within the team. Able to exercise independent thought and judgment, adapt to new tasks, and prioritize tasks in a multi‑task environment. Schedule flexibility as we evolve to meet the growing demands of our customers. Initial and/or future shift assignments may include evenings and weekend hours. Fluent in English. Why Join 3Commas.io? Impact at Scale – Drive product innovation for a platform used by millions of traders and developers worldwide. Strategic Influence – Shape the product roadmap and user experience alongside executive leadership. Culture of Growth – Join a passionate, talented team where ideas are valued, and careers are accelerated. Global & Remote – Work flexibly from Barcelona, Tallinn, Cyprus — or remotely, in sync with our distributed product and tech teams. Equal Opportunity Statement – 3Commas.io is proud to be an equal opportunity employer. We believe diversity fuels innovation and welcome applications from individuals of all backgrounds, identities, and experiences — regardless of race, gender, age, religion, disability, or sexual orientation. #J-18808-Ljbffr