(Polish and English) Customer Support Consultant, crypto (Gdansk, remotely)

About the Role

In this role, you will have the chance to thrive in a dynamic environment, constantly updating your knowledge of cutting-edge technology and applying the latest customer happiness practices. The position requires a high level of analytical and research skills, as you will need to maintain a working knowledge of clients' products and services and communicate effectively with developers and other departments. Supportyourapp values its employees and offers a 'People First' management approach, focusing on individual growth and well-being.

What You Will Do

• Provide exceptional customer support via chats and emails, ensuring timely and effective solutions to clients' queries.
• Build and maintain positive, long-lasting relationships with customers, promoting customer satisfaction and loyalty.
• Meet and exceed team KPIs, contributing to the overall performance and success of the support team.
• Stay up-to-date with the latest technologies and trends in the crypto space, applying this knowledge to improve support services.
• Securely handle customers' sensitive information, adhering to the highest standards of data protection and confidentiality.
• Apply and continuously update knowledge of the latest customer happiness practices to enhance the support experience.
• Maintain a deep understanding of clients' products and services, including their features, applications, and potential issues.
• Communicate effectively with developers, sales teams, and other stakeholders to resolve customer issues and improve product offerings.
• Participate in training and development programs to enhance skills and knowledge, staying ahead in the field of customer support.

What We Are Looking For

• Native Polish and English B2 communication skills, with the ability to articulate complex ideas clearly and concisely.
• At least 6 months of experience in a customer support role, preferably in the tech or crypto industry, with a proven track record of successfully resolving customer issues.
• Personal or professional experience in crypto, demonstrating a solid understanding of cryptocurrency principles, markets, and technologies.
• Strong analytical and research skills, with the ability to quickly understand and resolve complex problems.
• A positive and responsible attitude, with a customer-centric approach and a passion for delivering exceptional support.
• A reliable personal laptop or computer (at least 8Gb of RAM) and a stable internet connection (minimum 50 Mbps download and 40 Mbps upload), ensuring uninterrupted work from home.
• Experience with CRM systems is a significant advantage, though not mandatory.

Nice to Have

• Previous experience working in a remote setup, with self-motivation and discipline to work independently.
• Knowledge of additional languages, enhancing the ability to support a diverse client base.
• Experience with project management tools and software, improving workflow efficiency and productivity.

Benefits and Perks

• Flexible schedule, allowing for a better work-life balance and the ability to work from anywhere.
• Opportunity to work fully remotely, with a one-time stipend for setting up a home office.
• Inclusive international environment, with colleagues from over 30 countries and the chance to work with clients worldwide.
• Compensation in USD, with competitive rates and regular reviews for growth.
• Good bonuses for referring friends, recognizing the value of personal networks in finding top talent.
• Paid intensive training and probation period, ensuring a smooth onboarding process and the development of necessary skills.
• Work-life balance, with a focus on employee well-being and a responsive management approach.
• Access to a greenhouse environment for self-development, including workshops, webinars, and online courses to enhance professional skills.

• Tip: Ensure your CV is tailored to the crypto and customer support industries, highlighting relevant experience and skills.
• When applying, include a brief cover letter explaining your passion for crypto and customer support, and how your skills align with the role.
• Prepare for the interview by researching Supportyourapp's services and the current crypto market trends, demonstrating your interest and knowledge.
• Highlight any experience with CRM systems or project management tools, as these skills are highly valued in the role.
• Be prepared to provide examples of times when you had to handle sensitive customer information securely and confidentially, showcasing your ability to maintain data protection standards.
• Consider including a portfolio or examples of previous work, such as customer support tickets you've resolved or feedback from satisfied clients, to stand out as a candidate.
• During salary negotiations, be clear about your expectations but also be open to the company's compensation package and benefits, which may include non-monetary perks like flexible working hours or professional development opportunities.