Customer Support Manager

  • ShapeShift
  • Zug, Switzerland
  • Jul 19, 2018
Full time Customer Service

Job Description

Job Overview  


We’re a fun and fast-growing, venture-backed tech company, involved in the Bitcoin and digital finance industry.


We’re seeking a responsible, focused, organized and fast-learning individual with strong interpersonal skills to join our customer support team. The ideal candidate will be a hard-working professional able to assist our customer base in as communicate effectively with our team of developers. This person will be open to daily understanding and using our platform, blockchain technology, new products, as well changes in workflow and protocol, because as a start-up, in an evolving space, there are new discoveries every day!  


Job Responsibilities  


● Achieve daily goal of ticket touches each workday

● Report/track system errors

● Troubleshoot with users to resolve issues

● Assist customers with new products

● Process refunds and other funds sent in error

● Provide educational resources to users

● Continually learn about new assets and our products

● Create great relationships with the cryptocurrency community while building our brand!  


Job Requirements  


● In-house position, can be transformed to remote later, with continued commitment to in-person meetings _ and events

● Flexible schedule: Rotating schedules and 2nd shift options

● On-call flexibility during high volume periods of support requests

● General expertise with computers (Google Drive, Internet, Email, Windows/Mac)

● Reliable transportation 

● Must be friendly with excellent communication skills

● Must be detail oriented, responsible, and professional

● Energetic personality with can-do attitude  


Bonus Attributes  


● Familiarity with Slack

● Familiarity with Zendesk

● Familiarity with Bitcoin or other blockchain technology

● Familiarity with financial concepts and global macroeconomic issues

● Fluency in one other language, besides English