Crypto Support Specialist

Il y a 2 mois

Martinique, France APOLO P2P Temps plein
About the Role

Apollo P2P is seeking a highly skilled and experienced Customer Support Manager to join our team. As a key member of our support operations, you will be responsible for providing exceptional customer service to our users, ensuring their needs are met, and resolving any issues that may arise.

Key Responsibilities
  • Support Setup and Management: Develop and implement strategies for initial customer support setup, including email and web form communications.
  • Direct Customer Interaction: Handle incoming queries and support tickets, providing high-quality, timely responses to tutors and students.
  • Content Creation for Help Center: Develop and refine help center materials and FAQs tailored to our users' needs, focusing on common cryptocurrency-related issues and platform navigation.
  • Team Leadership: Prepare for and manage the transition to a full customer support team as the platform grows, including hiring and training new support representatives.
  • Analytics and Reporting: Monitor and analyze customer interaction data to identify trends, assess the effectiveness of support strategies, and make data-driven decisions for improvements.
  • Cross-functional Collaboration: Work closely with the product and marketing teams to ensure alignment on user education and support initiatives.
Ideal Candidate Profile
  • Experience: Proven track record in customer support or community management, preferably within the cryptocurrency or fintech sectors.
  • Skills: Excellent communication abilities, experience managing Zendesk, and the ability to create informative and engaging user support content.
  • Independence and Teamwork: Able to work effectively in a remote setting independently and as part of a team.
Educational & Professional Requirements
  • Education: A Bachelor's degree in Marketing, Communications, Business Administration, or a related field is preferred.
  • Experience: Demonstrated ability to set up and manage customer support operations, with a strong background in handling user inquiries and content creation.
Innovative Mindset
  • Adaptability: Eager to adapt support strategies based on user feedback and the platform's evolving needs.
  • Creativity and Problem-Solving: Innovative in approach to customer engagement and problem resolution.

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