Are you looking to be a part of one of the most influential companies in the blockchain industry and contribute to the crypto revolution that is changing the world?
At Metal, we are shaping digital money and revolutionizing the way people transact by building the decentralized financial infrastructure of the future. To date, we have launched and operate Metal Pay (digital banking and crypto wallet) and Proton SDK a distributed ledger for identity and interaction with the card and banking payments settlement layer.
As we continue to expand, we are seeking a solutions-oriented Client Service Representative, who is passionate about our customers and loves to innovate customer-centric strategies. The landscape in cryptocurrency is evolving, and this is a chance to help guide our customers on the Metal Pay and Proton products and services as we unlock the future of payments. We’re a lean and collegial team in which every role matters, and you’ll have a big impact on high stakes decisions, working across the enterprise with Compliance, Community, Marketing, business and technical teams in pioneering innovative financial services solutions.
You will have demonstrated the ability to understand key metrics pertaining to basic customer service factors. You will be given ample opportunity to broaden your skills and strengthen your existing talents within and outside the team, and must be able to succeed in a high-direction, low-supervision environment.
Responsibilities
Develop and demonstrate a thorough understanding of the market, product, and customer needs
Process technical and non-technical inquiries from our customers and find ways to decrease ticket processing time
Assist directly or route customers to the appropriate personnel for assistance
Ensure customer satisfaction by meeting customer needs in a courteous and timely manner
Provide excellent customer service through the omnichannel services provided in a timely manner in accordance with SLAs
Work with the Client Services team to draft and update template responses and Knowledge Base Articles outside of the Community Manager’s scope
Assist Client Services team to compile data for analytics and trends that lead to operational efficiencies
Be driven by metrics and key performance indicators to make informed and strategic decisions to achieve your team’s goals and Metal’s mission while maintaining our corporate values
Participate in cross-functional initiatives working with product managers, Community, and Marketing to design the best customer experience portal as well as in-product (contextual help)
Assist in developing cross-functional internal stakeholder partnerships between KYC analyst(s), Community Manager, Marketing, and senior management to identify opportunities for process and strategic enhancements
Analyze customer complaints and provide appropriate corrective actions
Assist in collecting relevant data for periodic metrics to management
Requirements
Shift Details: Coverage will vary be between 3:00 to 12:00 GMT, (10pm - 7am EST - NIGHT SHIFT) Weekdays and Weekends
2+ years of customer service or customer support experience
You have a passion for crypto and want to learn more
Previous experience in personal banking or at Fintech
Startup experience preferred
You have experience in email/chat-based customer service channels
Demonstrated experience working in customer-centric environments and have a passion for customer service excellence
Strong written and verbal communication skills
Comfortable working with Google suite (Docs, Sheets, Slides, etc)
