Customer Support Representative (Tier 2)
At Coinme, we're large enough to make a difference but small enough for your voice to be heard. This means that we are a community where every person matters. You are part of the success of our business and that of our customers regardless of where you sit in our organization. A human touch in a digital world.
Digital currency can transform the way we conduct business and brings new benefits to both the corporate world and to consumers globally. Coinme is on a mission to help people everywhere understand and use the power of digital currencies as a delightful medium-of-exchange, and be accessible anywhere in the world, so everyone has a fair chance for financial prosperity.
From engineers to customer support, from marketing to product, we're hiring to support your growth and ours – Together We Rise.
POSITION DESCRIPTION:
As a Customer Support Agent, you will delight our customers with a seamless and pleasant experience. As such, the ideal candidate needs to not only understand the principles of customer service excellence but also be able to deliver the Coinme promise of great customer care at every encounter.
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES - These are representative, but not all-inclusive, of the knowledge, skills, and ability required to perform this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
BASIC REQUIREMENTS
- Excellent interpersonal skills, with the ability to communicate and present complex issues clearly and correctly to both internal stakeholders and external customers
- Ability to effectively manage time, and individually prioritize multiple tasks of competing priority
- Patient and emotionally mature/intelligent
- Experience with supporting customers via phone, chat and email/cases
- Organized and detail oriented
- Highly responsive in a fast-paced environment
- A positive, team-first attitude
- Experience working under pressure in a fast-paced work environment while consistently meeting standards for productivity and quality
- Demonstrated customer support excellence
- Passion for people and providing them with delightful customer support experience
- Passion for technology and the opportunity to provide the world with an easy-to-use and secure digital currency
- Metrics-driven and possesses a passion to measure and improve
- Experience with the technologies we use, including but not limited to:
- Google suite of applications
- Slack
- Salesforce
- Microsoft Office suite
REQUIRED EDUCATION AND EXPERIENCE
- Bachelor's degree or a minimum of 3 years of customer service/support experience in a technology environment
PREFERRED REQUIREMENTS
- Knowledge of Bitcoin and other cryptocurrencies
- Military experience a plus!
- Cryptocurrency compliance and security protocols
COMPENSATION & BENEFITS
- Competitive base pay with stock options
- 401(k) with Employer Match
- 100% employer paid medical, dental, and vision coverage
- Generous Paid Time Off and Parental Leave
Why You’ll Want to Work Here:
- 100% Coinme-paid health insurance options for employees and dependents
- 401k or RRSP with up to 4% vested match
- 160 hours of PTO
- Stock Options
- 8 weeks Paid Parental Leave
- 16 Paid Volunteer Hours
- 100% covered Employee Assistance Program
- Professional development reimbursement
- Diverse offering of supplemental insurances
- 100% Remote Optional
If this sounds exciting, we'd love to hear from you! Not sure if you're a perfect fit? Reach out anyway. We're looking for awesome individuals, not people who perfectly match a job posting.
Coinme employees are the brightest and most talented in our field and are our greatest asset. We strive to create a diverse and inclusive culture where the thoughts and ideas of all Coinme employees are valued, appreciated, and respected. Coinme recognizes that embracing a diverse workforce brings different backgrounds, skills, and perspectives that help our company thrive and grow.
Coinme is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.