Customer Support Specialist

Job Description

Remote / Marketing / Full Time

bitoftrade is looking to hire a Customer Support Specialist to join their team. This is a full-time remote position. Native Russian and fluent English are required (read, write, speak).

We are an ambitious and growing startup that aims to give an advanced trading solution for crypto-traders.

As a Customer Service Agent, you’ll build the company's customer support infrastructure and help us achieve our goal to provide the best and responsive customer service.

    What you’ll be doing (ie. job duties):

  • Plan and execute a help center from scratch and generate support materials (text, videos, graphics) on an ongoing basis.
  • Design workflows, policies, and tools and proactively drive impactful changes by identifying defects impacting users.
  • You will deliver a world-class customer experience by setting and keeping a standard in all interactions.
  • Responsible for providing support for bitoftrade users by investigating, troubleshooting, and resolving user issues across multiple channels (email, social and chat).
  • Manage, prioritize, and respond to customer issues, inquiries, and escalations.
  • Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner.
  • Success will be measured using a combination of customer satisfaction and productivity metrics.

    What we look for in you (ie. job requirements):

  • Minimum of 3 years of relevant experience in crypto and customer support.
  • Experience with different channels of support, e-mail, social and/or chat.
  • Fantastic communication skills in order to operate globally across multiple departments and stakeholders.
  • Flexible and adaptable to meeting the evolving needs of a high-growth and fast-paced organization.
  • Languages: Native Russian. Must be able to read, write and speak in English.
  • Must be available to work in defined shift rotations, including weekends. Shift patterns will be open to change with respect to business requirements.