Customer Support Representative

Description

CoinJar, a global cryptocurrency exchange, is seeking a Customer Support Representative to join our team in Australia.

You will be responsible for providing industry-leading support for our products and creating a positive experience for CoinJar customers. Prospective team members will have a customer-centric focus and strong empathy for the customer.

This full-time role offers a hybrid work arrangement, combining the best of both worlds with time split between our Melbourne office and your home.

Role Overview

As a Customer Support Representative, you'll be at the forefront of providing exceptional support for CoinJar's innovative products, ensuring a positive experience for our diverse customer base. Your customer-centric approach and strong empathy will be key in this pivotal role.

• Deliver excellent customer service primarily through web-based tickets
• Process customers' financial and identification information in a professional and compliant manner
• Identify and escalate priority issues to relevant teams
• Work collaboratively with other team members to ensure customer issues are resolved to their satisfaction
• Contribute towards CoinJar’s self-service options e.g. internal and external knowledge base articles and status page
• Analyse and resolve key client issues promptly
• Maintain high customer satisfaction through timely and professional responses
  
  

Requirements

Essential

• Minimum 2 years experience supporting users of a software platform or as a web3/crypto community manager
• Basic understanding of cryptocurrency and blockchain technology
• Experience using cryptocurrency exchanges or wallets
• Proficiency in using customer support software and tools
• Excellent written and verbal communication skills
• Strong attention to detail and accuracy in handling customer information
• Exceptional time management and organisational abilities
• Robust problem-solving and troubleshooting skills
• Ability to simplify complex technical concepts
• Capability to thrive in a fast-paced environment with high inquiry volumes
• Adaptability to learn new technologies and stay updated on industry developments
• Must be authorised to work in Australia
  
  

Desirable

• Familiarity with common cryptocurrency issues (ie. fee sizes, transaction delays)
• KYC/AML experience
• Knowledge of compliance and security protocols related to cryptocurrency
  
  

Benefits

• Work from home days
• Training & development
  
  

Join CoinJar and be part of a team shaping the future of finance through innovative cryptocurrency solutions.

Apply now to embark on an exciting career in the rapidly evolving world of digital currencies!