Customer Success Contractor

Summary

Join Blue Cube Services as a remote Customer Success Contractor in Manila or Makati, providing exceptional service to customers of a leading software platform for digital assets. This self-employed, cryptocurrency-compensated role requires a minimum of 30 hours per week, with a rotating shift schedule covering days, evenings, and nights, including weekends. You will collaborate with a global team, resolving customer queries via Zendesk and live chat, requiring strong communication and problem-solving skills. The role demands proficiency in English and experience in a call center or support environment. Successful candidates will receive cryptocurrency compensation, training, and opportunities for progression.

Requirements

• Must be 18 years of age or older
• At least 1 year of experience in call center or support center environment
• Demonstrated commitment to maintaining a high level of professionalism, including punctuality, reliability, and consistent work performance
• Candidates must have access to an appropriate laptop with a camera or a webcam, working microphone, stable and reliable internet connection and a phone capable of running Google Authenticator software
• Strong written and verbal communication skills in English to convey complex cryptocurrency concepts in an understandable manner
• Can commit to shift based work. Weekly schedules are typically consistent but occasionally may require some flexibility
• Effective problem-solving skills to address customer issues related to transactions, account access, and platform functionalities
• An understanding of the diverse challenges and concerns that customers may encounter, coupled with a high level of empathy
• Candidates must be prepared to submit to further background/security checks if required

Responsibilities

• Respond promptly to customer inquiries via Zendesk (webforms, chats and emails)
• Efficiently and accurately resolve first-line tickets related to account inquiries, transaction issues, and general product information
• Develop a deep understanding of Blockchain.com products and services
• Stay informed about industry trends and updates related to blockchain technology and cryptocurrencies
• Analyze customer issues and provide clear, concise, and timely solutions
• Collaborate with teammates and QA agents to escalate and resolve complex issues as needed
• Maintain a professional and positive tone in written and verbal communication
• Clearly articulate complex concepts to customers in a way that is easy to understand
• Document customer interactions, issues, and resolutions in our ticketing system
• Contribute to the creation and maintenance of a comprehensive knowledge base for customer support as needed
• Ensure all responses and resolutions align with company policies and guidelines
• Participate in ongoing training to stay up-to-date on platform updates and industry best practices

Preferred Qualifications

• Experience with Live Chat and Zendesk is preferred
• Cryptocurrency Knowledge: An understanding of blockchain technology and cryptocurrencies is highly preferred

Benefits

• Successful candidates will receive training in crypto and customer success service from our client’s global, in-house training team
• Competitive compensation, in cryptocurrency
• Opportunities for progression for high performers
• Ability to work remotely