Job Description

JOB OVERVIEW

We are looking for a Customer Success Specialist to join our growing team and provide a one of a kind experience to National Bitcoin ATM customers and those curious about using our Bitcoin ATMs. This individual will be responsible for answering inbound calls and assisting customers’ needs such as setting up bitcoin wallets, providing kiosk locations, and other inquiries. They will provide outreach through email, text, and telephone, therefore professional verbal and communication skills are a prerequisite.

Additionally, this remote role will educate customers and be an advocate for not only National Bitcoin ATM but the Cryptocurrency industry itself! This person will tailor messaging for different audiences, bringing out complex concepts in a simple and understandable manner.

As we continue to grow at a fast rate, managing the Customer Support department’s ongoing needs is essential. This person will ensure that Customer Support activities are seen to deliver measurable and significant value to the company and meet customer loyalty targets.

RESPONSIBILITIES AND DUTIES

• Provide top-notch care to National Bitcoin ATM customers, such as educating users on setting up bitcoin wallets, using the bitcoin kiosk, and handling customer inquiries as needed.

• Assist with incoming calls and act as the point of escalation for phone, e-mail, and web review queries

• Develop and monitor customer service metrics while improving any messaging to customers where needed

• Promote business services and build positive relations with new users and customers

• Maintain and update customer information

• Monitor, investigate, and act upon the compliance-related indicators

• Analyze complex cases reported and assist the compliance department as needed, such as reporting suspicious activity

• Draft internal and external SARs and maintain a proper record-keeping;

• Conduct enhanced due diligence on high-risk customers.

QUALIFICATIONS

• 1-2 years of Customer Support Experience with Crypto Exchange, such as Coinbase

• Industry Advocate - passion for the Cryptocurrency industry and knowledge of Bitcoin and other cryptocurrencies

• Initiative - A creative thinker to develop new methods to solve customer problems.

• Confidence - Ability to lead & communicate technical processes to non-technical users

• Presentation - Exceptional verbal and written communication skills

• A natural problem solver - adaptable and calm under pressure

• Extremely driven and hardworking - willing to work some weekends

• Experience with Microsoft Office products and Google suite

• Bachelor's degree preferred

• Familiarity with Freshdesk and Slack is preferred

Company Description

We are a growing blockchain tech startup based out of San Diego, with team members distributed throughout the United States and abroad. Since 2014, we have developed several portfolio companies in the blockchain space, with our national network of Bitcoin ATMs being our first and most recognizable brand.