Customer Operations Analyst, Cryptocurrency at Chipper Cash

About the Team

• Our Customer Support (CS) team is at the heart of Chipper, as it is the first point of contact with our customers and the one who knows most intimately the struggles and hopes of customers. Most important is the team’s ability to respond to customers with empathy and work alongside customers to solve their problems. 
• The CS team also works closely with the  Legal & Compliance, Product, and Marketing teams. It’s about much more than resolving tickets. It’s about helping us also find solutions that will prevent customers from having problems in the first place and help us deliver on the promise of Chipper working like magic.

Job Responsibilities
What you will be doing:

• Providing customer support to the best of your ability by talking directly and honestly with our customers, and developing a deeper understanding of their needs with the primary focus being the **cryptocurrency feature.
• Communicating with our customers through a variety of different mediums, based on our customers’ needs; whether that be through calls, social media platforms, email, or in-app chat.
• Proactively identifying patterns in user frustrations and expectations of customers, seeing where we can change our processes, tools, or product to make their lives easier.
• Working with the Compliance team to act as the first line of defense to help spot and investigate trends.
• Dealing with crypto-related queries; assisting users to move funds to and from our platform and helping customers get a prompt response and resolution.
• Assisting with onboarding and training of new hires
• Preparing and presenting periodic reports
• Understanding, prioritizing, and escalating our customers’ feedback and feature requests to the product teams. Plus, being the first point of call for customer complaints to make sure that they’re treated fairly and can share their thoughts and concerns
• Contribute to team KPIs (Key Performance Indicators) as well as customer satisfaction ratings

Job Requirements
What you should have:

• 1-3 years in a customer service role, ideally within financial services, telecommunications, and preferred experience with Cryptocurrency
• Technical understanding of how most major cryptocurrencies function
• Experience handling customer inquiries via email, chat, or other written communications
• Strong written English communication skills (other languages are helpful)
• Be self-driven. You should be self-motivated and enjoy a lot of independence. We’re a dedicated, hardworking team that is collectively motivated
• Have a global mindset and be tolerant of others. We're still growing but we are a company of many cultures and backgrounds
• Be comfortable with asynchronous conversations and an understanding of your coworker's roles
• Be open to working some nights and weekends on a rotating basis
• Experience working in multicultural teams
• Experience handling customer inquiries via email, chat, or other written communications
• Be self-driven. You should be self-motivated and enjoy a lot of independence. We’re a dedicated, hardworking team that is collectively motivated
• Have a global mindset and be tolerant of others. We're still growing but we are a company of many cultures and backgrounds

Compensation

• Competitive compensation and benefits package based on experience
• Be part of a company growing at a rocketship pace solving a real problem