Customer Success Agent

Summary

Join Kriptomat, a leading European cryptocurrency investment app, as a remote Customer Success Agent based in Europe. You will be responsible for providing exceptional customer support, resolving complex cases, and actively monitoring customer feedback to improve services. This role requires proficiency in English and at least one other European language, experience with various support channels and remote working tools, and flexibility to work shifts and weekends. Kriptomat offers a collaborative and supportive remote work environment, providing necessary equipment and access to professional development resources. The ideal candidate will have experience in the crypto industry and relevant qualifications, but applications from those who don't fully meet the criteria are also welcome. Apply now for this exciting opportunity to make an impact in the crypto world!

Requirements

• Be proficient in English and at least one more European language
• Have experience with G-suite, Slack, CRM systems and remote working tools
• Be experienced with different channels of support, including email, phone, and/or chat
• Be flexible and adapt to the fast-paced environment
• Be open to shift work and work on weekends/public holidays when needed

Responsibilities

• Promptly respond to customer inquiries using our cutting-edge customer success tools and channels
• Collaborate with cross-functional teams (development, compliance, transaction processing) to resolve complex cases and provide comprehensive solutions
• Actively monitor customer feedback to continuously improve our services
• Update and enhance our knowledge base with support articles, ensuring our clients have access to valuable resources
• Contribute to content strategy by researching trending topics in the cryptocurrency and personal finance industry
• Analyze website traffic and user engagement metrics to optimize the customer experience
• Provide constructive feedback to improve the efficiency of our customer service process
• Maintain a positive, empathetic, and professional attitude when interacting with customers, leaving a lasting impression

Preferred Qualifications

• Have previous experience in the crypto industry
• Have any relevant professional or academic qualification: languages, business, marketing, psychology
• Have experience with AI Chatbots
• Have experience with CRM systems (Intercom, Zoho, Zendesk)

Benefits

• Receive all the necessary equipment for maximum comfort and productivity, giving you the flexibility to work from anywhere
• Have access to a wide range of resources for your professional development, including training courses, reference books, and a personalized growth plan