Customer Support Specialist

CoinGate is a Lithuanian fintech company founded in 2014. We specialize in creating innovative payment solutions, making it easy and convenient for businesses to accept Bitcoin and other cryptocurrencies.

With a decade of experience, we've established ourselves as one of the leading cryptocurrency payment processors in the world, and we're just getting started.

As the Customer Support Agent you will be responsible for assisting users with their inquiries and ensuring a positive experience on the CoinGate platform.

Your responsibilities:

• Respond to customer inquiries through email and live chat, providing accurate and timely information.
• Proactively reach out to customers when requested by internal teams.
• Assist customers with managing their accounts, and addressing issues related to account settings, security, and general use.
• Collaborate with internal teams by forwarding technical issues to the appropriate department and completing tasks assigned by team leads.
• Search for and verify transactions on blockchain explorers, ensuring accurate tracking and resolution of transaction-related inquiries.
• Identify and resolve issues independently, even when they involve new or evolving aspects of cryptocurrency transactions.
• Demonstrate strong common sense, attention to detail, and an ability to spot errors quickly, adapting to the dynamic nature of cryptocurrency operations.
• Gather relevant information to assist in the resolution of complaints or escalations, which are typically handled by team leads.
• Collect customer feedback and suggest improvements to the support process to enhance the overall customer experience.

Requirements:

• Prior experience in customer service, preferably within the fintech or cryptocurrency industry.
• Strong communication skills, problem-solving abilities, and a customer-focused attitude.
• Proficiency in English is required.
• Knowledge of cryptocurrencies is an advantage.
• Familiarity with Zendesk, Jira, and Google Docs is preferred.
• This position is suitable for both entry-level and mid-level candidates.

What we offer:

• A modern office in the heart of Vilnius;
• Work-life balance with flexible hours and remote working options;
• Coffee, snacks, employee benefits, and friendly colleagues;
• Competitive salary, career growth potential;
• Engaging team-building activities, occasional workstations, and a culture buzzing with positivity.

Salary

1674-1970 €/mon. gross

We are open to discussing a different salary based on your skills and experience.

In addition, we offer performance-based bonuses for great work.