What you will be doing
As a customer success analyst at Quidax, you’ll be the first line for our customers.
You would be directly responsible for making sure that our customers can use our products successfully and even when they are having problems, it would get fixed in the shortest possible amount of time.
You will be a key point of contact for our valued customers, assisting them with a wide range of inquiries and technical issues related to our platform and services.
You will play a crucial role in ensuring our customers have a positive and seamless experience with Quidax.
What your day-to-day looks like
Provide timely and accurate support to customers via multiple channels, including email, live chat, and social media platforms.
Make customers smile
Collaborate with colleagues and cross-functional internal teams to resolve issues, and improve product experience.
Relate with our 3rd party partners — (shout/fight with them as necessary)
Document customer interactions and maintain detailed records in the support system.
Troubleshoot technical issues related to account management, transactions, security, and platform functionality.
Proactively identify areas for improvement in customer support processes and contribute to team initiatives.
Participate in team meetings and training sessions to enhance skills and knowledge.
Contribute to the development of help center articles and FAQs.
Stay up-to-date on the latest cryptocurrency trends and company product updates.
Sync with your team lead on direction for the week/day
Performs other related duties as assigned
What you need to have
2+ years of experience in a customer support, customer success, or customer experience role.
Ownership Mindset: You take initiative and responsibility for your work, seeing tasks through to completion.
Excellent written and verbal communication skills with a strong customer focus.
Ability to empathize with customers and build rapport.
Strong problem-solving and analytical skills.
Empathy: You can understand and share the feelings of others, demonstrating genuine care for our customers’ needs.
Customer-Centricity: You are passionate about providing excellent customer experiences and going the extra mile to exceed expectations.
Experience using Zendesk (or similar support CRM tools), and Google Suite tools.
A keen eye for identifying gaps in experience
Ability to work methodically and with minimal supervision.
Nice To Haves
Experience in crypto (Work or usage)
Experience in a payment fintech
Familiarity with KYC/AML procedures.
Experience with shift-based 24/7 support
Apply via :
quidax.recruitee.com
