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Customer Support Representative
il y a 1 mois
We are pioneers in integrating cryptocurrency education with peer-to-peer learning methodologies. Our mission is to empower individuals to master cryptocurrency through innovative, collaborative learning experiences.
Role OverviewWe're seeking a proactive and dedicated Customer Support Manager to help establish and implement our support operations during the initial launch phase and beyond. This part-time role is ideal for someone with a strong interest in cryptocurrency and a passion for excellent customer service.
Key Responsibilities- Implement and iterate on strategies for initial customer support setup using Zendesk, including email and web form communications.
- Handle incoming queries and support tickets, providing high-quality, timely responses to tutors and students.
- Develop and refine help center materials and FAQs tailored to our users' needs, focusing on common cryptocurrency-related issues and platform navigation.
- Prepare for and manage the transition to a full customer support team as the platform grows, including hiring and training new support representatives.
- Monitor and analyze customer interaction data to identify trends, assess the effectiveness of support strategies, and make data-driven decisions for improvements.
- Work closely with the product and marketing teams to ensure alignment on user education and support initiatives.
- Proven track record in customer support or community management, preferably within the cryptocurrency or fintech sectors.
- Excellent communication abilities, experience managing Zendesk, and the ability to create informative and engaging user support content.
- Able to work effectively in a remote setting independently and as part of a team.
- A role that offers a breadth of learning opportunities.
- Leadership Role.
- Opportunity to make a positive impact.
