Trainer – Customer support

About Us We are an early-stage start-up, based in London, with a solid product-market fit, impressive growth rates, and a user base spread across the US, Europe, and Australia. Founded in 2018, Koin

About Us

We are an early-stage start-up, based in London, with a solid product-market fit, impressive growth rates, and a user base spread across the US, Europe, and Australia.

Founded in 2018, Koinly is used by thousands of cryptocurrency investors, accountants and blockchain businesses and is also the preferred tax partner for a number of leading cryptocurrency exchanges. We are building tools to enable the widespread adoption of cryptocurrency by automating the regulatory hurdles of tax compliance and asset tracking.

About the role

We are looking for a Trainer to join our growing Customer Support team. Regardless of role, it’s our goal to delight, educate, and help our users utilize Koinly to its full potential.

As the Customer Support Trainer, you will be responsible for training new starts during onboarding but also to support other colleagues in deepening their skills and knowledge.

You will also identify general training needs or other improvement areas and make recommendations for developing processes and people. Reporting to the Customer Support Manager, you will assist in developing guidelines and the Koinly Service Policy. This is an exciting opportunity for a pedagogical Customer Support professional dedicated to providing an excellent customer experience.

Responsibilities:

  • Train new starts and make their onboarding the best possible

  • Support other colleagues in deepening their knowledge and skills

  • Identify training needs for the teams/individuals as well as suggest improvements in training material and onboarding based on findings in your quality analysis

  • Assist the Customer Support Manager in developing guidelines and the Koinly Service policy

  • Constantly learn and develop your skills within customer support, tech, crypto and all things Koinly

Requirements:

  • Fluent English with excellent written skills

  • Experience from supporting customers via various channels

  • Truly passionate about delivering high-quality customer service internally as well as externally

  • Pedagogical and patient, a good listener

  • An excellent communicator with the ability to lead a group

  • An organized self-starter with a can-do attitude, open to new and unexpected challenges and changes

  • Always looking to develop yourself and your skills

  • A genuine interest in helping others to develop

  • Tech-savvy with experience from working in a technical environment

  • Experience with crypto (and interest for it)


Bonus points if:

  • You have experience from a similar role

Still reading? Reach out to us and let’s talk!

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