Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will provide timely, personalised customer support across channels while following service-level agreements and standard operating procedures. You will execute daily operational workflows, assess listing applications, escalate and resolve issues, track performance metrics, and share user feedback. You will maintain relationships with customers, project teams, exchanges, and partners; support community members on social platforms; collaborate with internal teams; and stay current on crypto and Web3 developments.
Requirements
- Have at least 3 years of work experience in crypto, finance, accounting, consulting, or customer support roles.
- Have foundational knowledge of Operations functions including customer support, curation, due diligence, trend analysis, relationship management, and presentation.
- Have foundational knowledge of Bitcoin, Ethereum, DeFi, and NFT.
- Have used Dapps, exchanges, and other Web3-related products.
- Be proficient with CRM, automation, and research tools such as Zendesk, blockchain explorers, DEX data aggregators, and web analytics.
- Understand Web3, DeFi, and CoinGecko products and services.
- Be fluent in written and spoken English.
- Be able to manage time independently and deliver high-quality work with minimal supervision.
- Be able to analyse data and communicate insights using data.
- Demonstrate strong attention to detail, problem-solving ability, project management, and sound judgment when handling sensitive data.
Responsibilities
- Provide accurate, timely, and personalised support to customer inquiries across channels while adhering to SLAs and SOPs.
- Execute daily operational workflows using documented SOPs.
- Identify workflow gaps and inefficiencies, and suggest practical improvements.
- Identify and escalate issues and communicate updates to relevant parties.
- Assess listing applications against defined listing criteria.
- Collaborate with internal teams to resolve customer-related matters and improve operational handovers.
- Track, document, and report performance metrics, operational issues, and user feedback.
- Maintain relationships with customers, project teams, exchanges, and partners.
- Support CoinGecko communities on social platforms, including Telegram and Discord.
- Stay current on crypto and Web3 industry changes and adapt operational processes accordingly.