Customer Support Representative (Tier 3) job at Coinme

atCoinme

Jun 23

Posted by Coinme
Jun 23, 2022

Coinme is a leading digital currency exchange on a mission to make digital currency more accessible for everyone. When the world has access, everyone has a fair chance for financial prosperity.

Coinme operates a leading licensed cryptocurrency cash exchange in the U.S., founded in 2014 with a mission to be the world’s most trusted gateway to digital currencies and a better financial future. Through partnerships with Coinstar and MoneyGram, Coinme enables thousands of physical locations in 48 states to facilitate the cash purchase and sale of bitcoin. The company offers an enterprise-grade API helping to “crypto-enable” legacy financial systems and a vertically integrated suite of consumer products providing a simple, trusted, and affordable way to buy, sell, store, and manage digital currencies.

As a licensed financial services provider and venture-backed, Coinme is well positioned to lead the way.

This position reports to the Senior Support Manager. As a Tier 3 Customer Support Agent, you will delight our customers with a seamless and pleasant experience. As such, you will need to not only understand the principles of customer service excellence but also be able to deliver on the Coinme promise of great customer care at every encounter. This position requires a technical mindset as well as the ability to navigate ambiguous scenarios. You will need to effectively investigate, summarize, and determine next steps when they are unclear. If you enjoy providing guidance to your peers and communicating across stakeholders while navigating a diverse set of tickets this is the job for you!

Objectives:

Become a trusted advisor in the CS department through having high EQ and mastering our toolset
Provide awesome support to customers by addressing escalated customer service requests via Phone and Email
Identify customer needs through expert level troubleshooting
Build rapport with our customers and partners; you will be handling our most critical cases
Regularly hit your KPIs though clearing out your Queue
Identify issue trends and share key findings to CS Leadership, Compliance, and Product
Help develop key workflows with a focus on simplicity and scalability

Required Knowledge, Skills, and Abilities - These are representative, but not all-inclusive, of the knowledge, skills, and ability required to perform this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Basic Requirements

Excellent interpersonal skills, with the ability to communicate and present complex issues clearly and correctly to both internal stakeholders and external customers
Ability to effectively manage time and individually prioritize multiple tasks of competing priority
Patient and emotionally mature/intelligent with a positive, team-first attitude
Experience supporting, B2C and B2B, customers via phone, chat and email/cases
Experience working under pressure in a fast-paced work environment while consistently meeting standards for productivity and quality
Demonstrated customer support excellence; continuously striving to improve
Passion for people and providing them with delightful customer support experience
Passion for technology and the opportunity to provide the world with an easy-to-use and secure digital currency
Metrics-driven and possesses a passion to measure and continuously improve
Experience with the technologies we use, including but not limited to: