Customer Support Agent Fintech

СOCA, до $1000

Що робити

Multichannel Support: Respond promptly and professionally to user inquiries via live chat, email, and community channels, maintaining a CSAT of 90% +.
Complex Issue Resolution: Diagnose and resolve a wide range of issues related to feature usage, account management, transfers, debit cards, cryptocurrency transactions, and wallet operations.
User Education: Provide clear, step‑by‑step guidance, empowering customers to navigate the platform and leverage advanced features.
Knowledge Base Ownership: Draft and maintain self‑help articles, macros, and internal runbooks to boost first‑contact resolution and reduce ticket volume.
Cross‑Team Collaboration: Escalate bugs and systemic issues to Product & Engineering via Jira, and relay customer insights that shape our roadmap.

3 + years in a customer or technical support role within technology, neobanking, or financial services.
Hands‑on experience with Freshdesk, Zendesk, or similar incident‑tracking tools, plus strong workflow knowledge of Atlassian Jira/Confluence.
Solid understanding of cryptocurrency fundamentals (e.g., on‑chain transactions, gas fees, wallet security).
Exceptional written and verbal English; able to translate technical jargon into plain‑language solutions.
Proven customer‑centric mindset: empathy, patience, and a genuine desire to help.

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