Social Media Support Agent (FinTech)

About Plutus

Plutus is revolutionizing personal finance by seamlessly integrating traditional banking services with cutting-edge cryptocurrency tools. Founded in 2015, we have since secured funding, developed multiple innovative products, and built a thriving user base with thousands of app downloads. Our product suite includes:

• Visa Debit Card
• Decentralised Loyalty Programme
• Self-Custody Wallet
• iOS & Android Apps

Job Overview

We are seeking a proactive and customer-focused Social Media Support Agent to join our remote Customer Support team. In this role, you will be the first point of contact for users reaching out via social media platforms, ensuring they receive prompt, professional, and effective assistance with Plutus products and services.

You will be responsible for managing user interactions, addressing inquiries, resolving issues, and escalating when necessary, all while maintaining a positive brand presence. This role is ideal for someone with a passion for fintech, strong problem-solving skills, and the ability to engage with customers in a clear, friendly, and efficient manner.

If you excel in digital communication, social media engagement, and delivering top-tier customer support, we’d love to hear from you!

Key Responsibilities

• Respond to User Inquiries: Provide timely, professional, and helpful responses to customer queries across social media platforms.
• Monitor Social Media Channels: Track brand mentions, comments, and messages to ensure prompt engagement with users.
• Adhere to Response Time SLAs: Ensure all responses meet the agreed Service Level Agreements (SLAs) for response times, prioritizing urgent inquiries and maintaining efficiency.
• Resolve Customer Issues: Troubleshoot and address customer concerns related to Plutus products and services, escalating complex issues when necessary.
• Maintain Brand Voice & Tone: Ensure all interactions align with Plutus’ brand identity, communication style, and community guidelines.
• Engage with Users Proactively: Identify opportunities to educate users, share helpful resources, and enhance customer experience.
• Collaborate with Internal Teams: Work closely with customer support, marketing, and product teams to escalate issues, share user feedback, and contribute to service improvements.
• Stay Updated on Products & Policies: Maintain up-to-date knowledge of Plutus’ offerings, services, and policies to provide accurate assistance.

Requirements

• Social Media Experience: Hands-on experience managing customer interactions on platforms like Twitter/X, Facebook, Instagram.
• Customer Support Experience: At least 2 years in a customer-facing support role, with a strong track record of resolving user inquiries effectively.
• Native English Speaker (Preferred): Excellent written English with impeccable grammar. 
• Outstanding Communication Skills: A natural communicator with a charismatic and engaging style, strong writing skills, and a sense of humor that aligns with the brand’s voice. You should be able to make support interactions feel personal and enjoyable while maintaining professionalism.
• Quick Learner: Adaptable and eager to grasp new concepts, tools, and processes, keeping up with product updates and industry trends.
• Problem-Solving Mindset: Ability to think on your feet, troubleshoot issues efficiently, and respond to users in a helpful and reassuring manner.
• Attention to Detail: Ability to track, document, and follow up on customer interactions accurately while ensuring consistency in responses.
• Ability to Work in a Fast-Paced Environment: Comfortable juggling multiple conversations across different platforms while maintaining high-quality responses.
• Technical Proficiency: A passion for or experience in Crypto, Blockchain, or FinTech is a plus.

Listed in: Crypto Jobs, Remote Web3 Jobs, Social Media Web3 Jobs, Customer Support Crypto Jobs, Full Time Crypto Jobs, Web3 Web3 Jobs, Non Tech Web3 Jobs.