Cryptocurrency Customer Success Associate (Email Support)

nXscale provides flexible outsourcing solutions for startups and scaleups. We partner with global companies to help them build teams and scale operations.

A crypto market platform that is based in South East Asia with the mission to democratize the access of crypto data and empower users with actionable insights is looking for Customer Support Associate that goes above and beyond in ensuring content and information displayed on the platform is up-to-date and responding to user’s questions on general usage of our site. We are looking for someone who is experienced in data-entry, with high attention to detail and possesses excellent communication skills.

What you will do:

• Provide excellent and consistent frontline support to users, token/NFT projects, and exchanges within the specified SLAs.
• Assist in conducting thorough and effective diagnoses to resolve users’/teams’ concerns and issues through dedicated CRM channels.
• Escalate support tickets to relevant internal teams as needed.
• Professionally handle a high volume of inquiries from customers and users.
• Analyze and collate customer and user feedback and relay them to cross-functional teams.
• Work closely with team members to solve customer and user issues.
• Work with team members to ensure all information displayed on crypto platform is up-to-date.
• Proactively identify and escalate possible issues to superiors and communicate to all parties on updates where necessary.
• Assist in performing updates and maintenance tasks for client's pages, such as coin/exchange page updates, mapping of tickers for spot, DEX and futures exchanges, etc.
• Assist in handling the circulating supply updates for token pages by reviewing supply data submitted by teams, evaluating the data based on internal metrics, and updating data on the backend (manual or via API).
• Assist in resolving items reported in internal Slack and Telegram channels that require further actions, as well as any other ad hoc tasks assigned to the Ops team.
• Assist in developing and nurturing strong relationships with existing customers, coin issuers, teams, exchanges, and partners to build an active and engaged community.
• Stay up-to-date with the latest industry trends, tools, and methodologies to continuously improve the quality and effectiveness of operations initiatives.
• Support any ad hoc tasks as required by the company.

Who you are:

• 3-4 years experience in finance, accounting, consulting, or customer support roles, preferably in the fintech industry or start-up environment.
• Excellent command of English with great communication skills.
• Possess strong analytical skills with a good eye for detail.
• A team player who is also able to work independently with minimal supervision.
• Proactive in coming up with ideas and solutions that will improve user experience.
• Have foundational knowledge of multiple areas of the Operations function - Coin/Token and NFT Curation, External Support, Exchange Addition/Info Update, Internal Operations, Community Management, etc.
• Have foundational knowledge of everything related to blockchain, cryptocurrency, NFT, web3, and metaverse topics.
• Have used Dapps, exchanges, and other web3-related products.
• Proficient in using CRM, automation tools (e.g. Zendesk), and research tools such as Blockchain Explorers, DEX data aggregators, web analytics, etc.
• Solid knowledge of using blockchain analytic tools (e.g. TokenSniffer, Dextools & Etherscan, etc.)
• Has personal or professional background/experience in crypto.
• Experience and understanding of API is a plus
• Willing to work on a shifting schedule, holidays, and weekends

We are an equal opportunity recruiter and employer and value diversity most at nXscale. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, marital status, veteran status, or disability status.

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