Crypto Customer Success Specialist

Summary

Join Token Metrics as a Cryptocurrency Customer Support Specialist and excel in meeting customer expectations. You will answer questions, process orders, investigate issues, and resolve conflicts to ensure customer satisfaction. Success requires staying informed about products and services, maintaining good customer relations, and achieving outstanding customer service. You will communicate effectively with customers across various channels and manage a team of junior representatives. The role also involves improving the server and community experience and identifying and removing inappropriate content. Token Metrics offers a diverse customer base and utilizes AI-based tools for crypto analysis.

Requirements

• Familiarity with CRM systems
• Ability to navigate community management tools
• Customer orientation and ability to adapt/respond to different types of customers
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively

Responsibilities

• Maintain a positive, empathetic, and professional attitude toward customers at all times
• Respond to comments and community member queries in a timely manner
• Communicate with customers through various channels
• Acknowledge and resolve customer complaints
• Know our products inside and out so that you can answer questions
• Process orders, forms, applications, and requests
• Keep records of customer interactions, transactions, comments, and complaints
• Work with the team to improve the server and community experience, increase engagement and activity
• Provide feedback on the efficiency of the customer service process
• Manage a team of junior customer service representatives
• Ensure customer satisfaction and provide professional customer support
• Assist with other matters relevant to the role, as provided by Token Metrics
• Identify & remove spam, scammers, and inappropriate content from our Discord server

Preferred Qualifications

• Preferably Intercom
• Like Telegram, Discord