Customer Success Associate

About Quidax

We are a crypto startup and we are passionate about connecting people to alternative financial

system. At the core we believe that innovation in money didn’t end with dollars, pounds, and money as we know it today, there has to be something that pushes us as a race forward. We are betting it’s crypto because we’ve seen how it connects the world and makes the world significantly smaller financially. Our mission is to make it insanely simple for people to access & experience crypto products. Our vision is to create a world where sending money and value around the globe is as easy as sending a text message, and we believe this future is going to be brought to you, courtesy of digital currencies.

What you will be doing

As a customer success associate at Quidax, you’ll be the first line for our customers. You would be directly responsible for making sure that our customers can use our products successfully and even when they are having problems, it would get fixed in the shortest possible amount of time. You will be a key point of contact for our valued customers, assisting them with a wide range of inquiries and technical issues related to our platform and services. You will play a crucial role in ensuring our customers have a positive and seamless experience with Quidax.

What your day-to-day looks like

• Provide timely and accurate support to customers via multiple channels, including email, live chat, and social media platforms.

• Make customers smile

• Collaborate with colleagues and cross-functional internal teams to resolve issues, and improve product experience.

• Relate with our 3rd party partners — (shout/fight with them as necessary)

• Document customer interactions and maintain detailed records in the support system.

• Troubleshoot technical issues related to account management, transactions, security, and platform functionality.

• Proactively identify areas for improvement in customer support processes and contribute to team initiatives.

• Participate in team meetings and training sessions to enhance skills and knowledge.

• Contribute to the development of help center articles and FAQs.

• Stay up-to-date on the latest cryptocurrency trends and company product updates.

• Sync with your team lead on direction for the week/day

• Performs other related duties as assigned

Requirements

What you need to have

• 4+ years of experience in a customer support, customer success, or customer experience role preferably in cryptocurrency or payment fintech.

• Ownership Mindset: You take initiative and responsibility for your work, seeing tasks through to completion.

• Excellent written and verbal communication skills with a strong customer focus.

• Ability to empathize with customers and build rapport.

• Strong problem-solving and analytical skills.

• Empathy: You can understand and share the feelings of others, demonstrating genuine care for our customers' needs.

• Customer-Centricity: You are passionate about providing excellent customer experiences and going the extra mile to exceed expectations.

• Experience using Zendesk (or similar support CRM tools), and Google Suite tools.

• Familiarity with KYC/AML procedures.

• A keen eye for identifying gaps in experience

• Ability to work methodically and with minimal supervision.

Nice To Haves

• Experience in crypto (Work or usage)

• Experience with shift-based 24/7 support

How to apply:

Please send an application tailored to the role that speaks to us. Many people send in bland generic applications, and it is easy and very helpful to stand out, especially when someone has been going through 100 applications, endeavor to make your application a breath of fresh air. We appreciate your great writing and taking the time to assemble your application.

We will most likely send you a pre-interview questionnaire if you get through the application stage. Please imagine you are already part of the team and walk us throug