Customer Service Representative-

As a Customer Success Agent you will serve as a primary subject matter expert for 's products, providing world-class service and support to our most valued customers. You'll join a team of customer focused support professionals who know their performance is essential to  achieving its mission. We're looking for an individual who has a passion for making the customer experience seamless and phenomenal.

What you'll be doing (ie. job duties):

Responsible for providing support for high-profile  customers across multiple channels (phone, messaging & email) by investigating, troubleshooting and resolving customer issues.

Use all available resources to ensure high standards are met and work is carried out in the most efficient manner.

Be a trusted advisor, listen and empathize so the customer knows they are valued. Ensure their voices are heard through accurate issue tracking and upstream solutions.

Take ownership and use critical thinking to find the root cause and solve the customer issue on the first contact. Where this is not possible, ensure all defects are logged appropriately.

Seek opportunities to add value for customers through education, proactivity and clear expectation setting.

You will be responsible for providing best in class customer support, handling customers proactively to mitigate issues, handling contacts through to resolution, and collaborating across teams of subject matter specialists to fix issues with urgency.

Model an investigative mentality: utilize data and customer feedback to help address critical customer issues at the root cause and eliminate defects in the customer experience.

Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in .

Champion clear communication with internal and external partners to align on solutions and drive results.

Develop a deep understanding of  products and ongoing changes in the macro crypto environment so you can guide customers to navigate the quickly moving and ever changing crypto world and unlock additional features, services, and products that benefit their unique profile.

What we look for in you (ie. job requirements):

This role requires full-time, in-office presence at our Fort Bonifacio location in Metro Manila, five days a week.

Willingness to work nights and weekends to support the 24/7 nature of cryptocurrency markets.

Motivated by 's mission and creating a seamless experience for our highest value customers.

Minimum of 3 years of relevant experience in a customer service or support role in a fast paced environment including working with high value customers.

Basic knowledge of blockchain, web3, staking, ROI/staking rewards, self-custody, and/or crypto.

Flexible and adaptable to meet the evolving needs of a high-growth and fast paced organization.

Fantastic communication and relationship management skills, passion for assisting customers to use  products successfully, and an eagerness to create a community of high value  power users.

Nice to haves:

Experience at crypto exchanges or in financial services, ideally in payments, trading operations or technical support.

High level of proficiency in cryptocurrency and  products

Experience in customer success, training and/or quality auditor roles

Experience in Banking, Wealth Management, Corporate Fiance, Asset Management or FinTech

Understanding of Google apps, JIRA, Salesforce Service Cloud, or Amazon Connect.

Years of Experience   2+

Knowledge, Expertise, and Experience

WHAT the candidate knows/can do

Education

Professional Experience

Industry knowledge

Job-related tool expertise

Minimum of 2-3 years experience in a contact center environment as customer support (chat and phones)

Background in finance, finance technology, banking

Working knowledge of crypto, blockchain and other web 3 concepts

Excellent english communication skills in order to engage with high-profile customers

Experience in Customer Success, training or QA roles preferred.

Career Framework: Core & Functional Skills:

Our Career Frameworks are made up of 5 'Core Skills,' and in many cases, 1-3 additional 'Functional Skills':

Core Skills - 5 skills critical to success for all employees at .

Functional Skills - 1-3 skills critical to success for employees in that function only. Functional skills are craft-specific, speaking to technical capabilities or domain expertise.

Review Career Frameworks to understand how the Core Skills apply to this role and to identify any appropriate Functional Skills. Interview content for Core Skills and Career framework can be found here

Core Skills

Customer Focus

Clear Communication

Efficient Execution

Scalable Innovation

Functional Skills

Demonstrated experience as a subject matter expert in customer facing industry

Cross-functional working relationships

Continuous improvement/project management