Customer Success Representative

Summary

Join Casa, the leading bitcoin and ethereum security company, as a Customer Success Rep and work directly with members to develop trusted relationships, set up secure vaults, and provide exceptional customer support.

Requirements

• Passionate About Bitcoin and Privacy
• You have experience with Bitcoin, an understanding of its technical and philosophical underpinnings, and a commitment to privacy-first software and practices
• Customer-Focused Professional
• You have 2+ years of experience in customer support or customer-facing roles, ideally in technology or financial services
• Excellent Communicator
• You possess strong written communication skills, with the ability to explain complex concepts clearly and concisely. You are also highly organized and detail-oriented
• Security-Minded
• You are knowledgeable about security practices, such as two-factor authentication (2FA), password management, and encrypted communication
• Empathetic & Professional
• You bring empathy to your interactions with customers, demonstrating patience, understanding, and professionalism even in challenging situations

Responsibilities

• Provide Exceptional Customer Support
• Respond promptly and professionally to customer emails and engage in video chat support as needed. Deliver solutions that exceed customer expectations
• Troubleshoot & Solve Issues
• Investigate and resolve a range of common and complex customer issues
• Identify and Report Bugs
• Recognize bugs and collaborate with engineering teams to fix them
• Offer Valuable Feedback
• Gather and communicate insights from customer interactions to help shape and improve our products and services
• Educate Customers
• Support and guide new Casa customers through onboarding, ensuring they understand how to use our products and services effectively
• Create Knowledge Base Content
• Develop and maintain internal and external knowledge base resources, including FAQs, troubleshooting guides, instructional videos, and chatbot training
• Collaborate Across Teams

Benefits

• Health Benefits
• We provide medical coverage with FSA options, dental, vision, and access to mental health providers
• Setup for Remote Success
• Our team is both decentralized and effective. We reimburse up to $400 for anything you need to set up your home office
• Maternity/Paternity Leave
• We provide 12 weeks for maternity / 4 weeks for paternity