Customer Success Agent - Bilingual Speaker

Kriptomat, the most user-friendly government-regulated European cryptocurrency investment app is looking for a new colleague to join us in the role of

Customer Success Agent 

(remote role based in Europe)

Do you have what it takes?

Join our Dynamic Team and Make an Impact in the Crypto World!

Are you passionate about cryptocurrencies and eager to share your knowledge with the world? Do you thrive on providing exceptional customer support and have a knack for tackling fraud? If so, keep reading because we have an exciting opportunity for you!

Then, please read on!

Who are we?

At Kriptomat, a leading fintech company headquartered in Tallinn, Estonia, we're revolutionizing the way everyday people engage with cryptocurrencies. Since our founding in February 2018, we've been dedicated to providing unparalleled service and empowering our clients to effortlessly purchase, store, and transact with cryptocurrencies. Our mission is just beginning, and we're thrilled to continue offering outstanding solutions to our growing crypto community for years to come.

Find out more about us from our CEO:

What is this role about?

As a Customer Support Champion, you'll play a vital role in ensuring our client's satisfaction and loyalty through exceptional customer support. You'll be the hero who ensures our customers are well taken care of, fostering trust as they entrust us with their hard-earned money. Your primary focus will be building strong relationships with our clients, even in challenging situations, to guarantee top-notch customer support.

In this role you will be responsible for:

• Promptly responding to customer inquiries using our cutting-edge customer success tools and channels.

• Collaborating with cross-functional teams (development, compliance, transaction processing) to resolve complex cases and provide comprehensive solutions.

• Actively monitoring customer feedback to continuously improve our services.

• Updating and enhancing our knowledge base with support articles, ensuring our clients have access to valuable resources.

• Contributing to content strategy by researching trending topics in the cryptocurrency and personal finance industry.

• Analyzing website traffic and user engagement metrics to optimize the customer experience.

• Providing constructive feedback to improve the efficiency of our customer service process.

• Maintaining a positive, empathetic, and professional attitude when interacting with customers, leaving a lasting impression.

We are looking for someone who:

• Is proficient in English and at least one more European language.

• Speaking at least one more European language is an advantage (Slovenian or Estonian are preferred, but other languages are welcome)

• Has experience with G-suite, Slack, CRM systems and remote working tools

• Is experienced with different channels of support, including email, phone, and/or chat

• Is flexible and adapts to the fast-paced environment

• Is open to shift work and work on weekends/public holidays when needed

Ideal, but not a must:

Previous experience in the crypto industry

Any relevant professional or academic qualification: languages, business, marketing, psychology

Experience with AI Chatbots

CRM systems (Intercom, Zoho, Zendesk)

While this is the experience/qualifications we would love our Customer Success Agent to have, we are also open to considering applications of those who do not fully meet the listed criteria. If this role interests and excites you, but you don't have all the experience/qualifications listed above - please apply and tell us about that in your cover letter.

What's in it for you?

When you join our team, you'll experience a collaborative, innovative, diverse, and supportive environment. We're a group of crypto enthusiasts committed to continuous learning and personal/professional growth. As a remote worker, you'll receive all the necessary equipment for maximum comfort and productivity, giving you the flexibility to work from anywhere. Plus, we provide access to a wide range of resources for your professional development, including training courses, reference books, and a personalized growth plan. And let's not forget the fun we have at team-building activities and workshops!

Interested?

We review applications continuously, so please apply as soon as possible!