About the role

Cryptio is looking for an enthusiastic Customer Support Specialist, with strong technical customer support experience, preferably within an accounting, SaaS or Crypto environment. This is a great opportunity to develop your career in an early stage support function at a fast paced start-up. Alongside delighting our customers day in, day out, you’ll have the ability to build out and inform process improvements to improve stakeholder outcomes in the long term too.

The hours for the role are 11:00am - 20:00pm GMT.

Responsibilities

• Help and Support the biggest brands in Crypto and Web3 through Zendesk

• Drive improvements in Support and Customer Success teams by owning large scale project delivery

• Establish and record best practice for existing approaches to problems

• Take responsibility for building out new processes where they don’t already exist

• Build extensive expert knowledge of our unique product and market and become a go-to problem solver within the business

• Report product malfunctions and act as a voice of the customer in product discussions

• Share feature requests and effective workarounds with team members

• Gather customer feedback and share with our Product, Sales and Marketing teams

Requirements

• Experience as a Customer/Community Support Specialist or similar CS role at a start-up

• You’re familiar and comfortable with remote working environments

• Zendesk experience is a strong asset

• Familiarity with Crypto, Web3 or Accounting is preferable but not essential

• Excellent communication and problem-solving skills

• Multi-tasking abilities

• Patience when handling tough cases

Tools we use

• Zendesk

• Telegram

• Notion

• Discord

Benefits

• Fully-remote / Hybrid working in our London office

• 25 days paid holiday + bank holidays + your birthday off

• 4% pension contributions

• Private Medical Insurance

• Apple Macbook Pro

• $200 workplace budget

• Training and development budget