(English and Russian) Customer Support Consultant, crypto (remote)

About the Role

The Customer Support Consultant role is a critical component of Supportyourapp's success, as it directly impacts customer satisfaction and loyalty. You will be working closely with a team of experienced professionals who are passionate about delivering exceptional customer experiences. Your contributions will help to build positive and long-lasting relationships with customers, which is essential for driving business growth and expansion.

What You Will Do

• Provide exceptional customer support via chats and emails, ensuring prompt and effective resolution of customer inquiries and issues
• Build and maintain positive relationships with customers, responding to their concerns and providing personalized support
• Meet team KPIs and contribute to the achievement of departmental goals and objectives
• Stay up-to-date with the latest developments in the crypto industry, including new technologies, trends, and best practices
• Work securely with sensitive customer information, maintaining confidentiality and adhering to data protection policies
• Apply the latest customer happiness practices, ensuring that customers receive exceptional support and service
• Maintain a working knowledge of Supportyourapp's products and services, staying informed about new releases, updates, and features
• Communicate effectively with developers and other departments within IT companies, collaborating to resolve customer issues and improve overall customer experience
• Continuously evaluate and improve customer support processes, identifying areas for improvement and implementing changes to enhance customer satisfaction
• Foster a culture of innovation and experimentation, encouraging the use of new tools, technologies, and methodologies to drive customer support excellence

What We Are Looking For

• Excellent English and Russian language skills (at least C1 level for both spoken and written)
• Experience in customer service, preferably in a crypto or fintech environment
• Personal or professional experience in crypto, with a strong understanding of the industry and its key concepts
• Analytical and research skills, with the ability to investigate and resolve complex customer issues
• Positive and responsible attitude, with a strong focus on customer satisfaction and loyalty
• Personal laptop or computer with at least 8Gb of RAM and a stable internet connection (minimum 50 Mbps download and 40 Mbps upload)
• Strong communication and interpersonal skills, with the ability to work effectively in a team environment
• Ability to work independently, with minimal supervision, and manage multiple tasks and priorities
• Strong problem-solving skills, with the ability to think critically and outside the box

Nice to Have

• Experience with CRM systems and customer support software
• Strong interest in innovative financial technologies or prior experience in the financial industry or payment processing
• Familiarity with Agile methodologies and project management tools
• Certification in customer service or a related field, such as ITIL or CompTIA

Benefits and Perks

• Flexible schedule, with the ability to work from home and manage your own time
• Opportunity to work fully remotely, with a multinational company and a diverse team
• Inclusive international environment, with a strong focus on teamwork and collaboration
• Compensation in USD, with regular salary reviews and opportunities for growth
• Good bonuses for referring friends and colleagues, with a strong emphasis on employee referrals
• Paid intensive training and probation, with ongoing support and development opportunities
• Work-life balance, with a focus on employee well-being and mental health
• Responsive management, with a strong interest in employee growth and long-lasting cooperation
• Greenhouse conditions for self-development, with opportunities for professional growth and advancement

• Tip: Make sure to highlight your customer service experience and skills in your application, as well as any relevant experience in the crypto industry.
• Tip: Be prepared to provide examples of times when you had to resolve complex customer issues, and explain how you approached the situation and what you learned from it.
• Tip: Familiarize yourself with Supportyourapp's products and services, and be prepared to ask informed questions during the interview process.
• Tip: Show enthusiasm and passion for the crypto industry, and explain how you stay up-to-date with the latest developments and trends.
• Tip: Be prepared to discuss your experience with CRM systems and customer support software, and explain how you have used these tools to improve customer satisfaction and loyalty.
• Tip: Ask about the company culture and values, and explain how you align with them and how you can contribute to the team's success.