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Customer Support Specialist (Cryptocurrency Exchange)

CoinJar makes simple and powerful products that help everyday people invest in a cryptocurrency future. We have an exciting opportunity for a crypto enthusiast to join our rapidly growing team in Lon

CoinJar makes simple and powerful products that help everyday people invest in a cryptocurrency future.

We have an exciting opportunity for a crypto enthusiast to join our rapidly growing team in London.

As a Customer Support Specialist, you will apply your understanding of cryptocurrencies to provide industry-leading customer and technical support via written communication channels. You will aim to resolve issues and ensure our members take full advantage of the CoinJar experience.

This is a great opportunity to be a part of a team who have a finger on the pulse of the cryptocurrency industry, advocating for CoinJar customers within the organisation.


Responsibilities:

  • Increase client satisfaction by providing market leading customer service and technical support via Support tickets
  • Handle customers’ sensitive financial and identification information in a professional and confidential manner
  • Identify and report Support trends
  • Where necessary, escalate tickets in a timely manner to a Product Specialist and/or Support Manager
  • Contribute towards CoinJar’s self-service options e.g. internal and external facing knowledge base articles and status page
  • Promote a culture that facilitates teamwork and embraces CoinJar’s values
  • Participate in training, personal development programs and ongoing Reward & Recognition schemes to maintain and continually improve the quality of service provided
  • Comply with the systems, procedures, rules, objectives and timescales set by CoinJar and adopt a disciplined approach when undertaking tasks

Requirements

  • Excellent written communication and interpersonal skills
  • A good level of understanding and keen interest in cryptocurrencies
  • High level of empathy for customers and an ability to understand their needs
  • Ability to work in a team environment
  • Capable of making independent decisions
  • Proven ability to operate autonomously and be self-motivated to meet agreed targets
  • High level of attention to detail
  • Ability to analyse and determine key issues raised by the client and provide recommendations
  • Proactive approach to continuous improvement
  • Familiarity with current web standards for usability and accessibility, and relevant legislation (eg. spam, privacy legislation)
  • Ability to defuse and resolve conflicts

Benefits

  • Leave Package
  • Work From Home
  • Training & Development
  • Employee Assistance Programme (access to professional counselling)
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