CoinJar, a global cryptocurrency exchange, is seeking a Customer Support Representative to join our team in Australia. 
You will be responsible for providing industry-leading support for our products and creating a positive experience for CoinJar customers. Prospective team members will have a customer-centric focus and strong empathy for the customer. 
This full-time role offers a hybrid work arrangement, combining the best of both worlds with time split between our Melbourne office and your home.
Role Overview
As a Customer Support Representative, you'll be at the forefront of providing exceptional support for CoinJar's innovative products, ensuring a positive experience for our diverse customer base. Your customer-centric approach and strong empathy will be key in this pivotal role.
 - Deliver excellent customer service primarily through web-based tickets
  - Process customers' financial and identification information in a professional and compliant manner
  - Identify and escalate priority issues to relevant teams
  - Work collaboratively with other team members to ensure customer issues are resolved to their satisfaction
  - Contribute towards CoinJar’s self-service options e.g. internal and external knowledge base articles and status page
  - Analyse and resolve key client issues promptly
  - Maintain high customer satisfaction through timely and professional responses
  
Essential
 - Minimum 2 years experience supporting users of a software platform or as a web3/crypto community manager
  - Basic understanding of cryptocurrency and blockchain technology
  - Experience using cryptocurrency exchanges or wallets
  - Proficiency in using customer support software and tools
  - Excellent written and verbal communication skills
  - Strong attention to detail and accuracy in handling customer information
  - Exceptional time management and organisational abilities
  - Robust problem-solving and troubleshooting skills
  - Ability to simplify complex technical concepts
  - Capability to thrive in a fast-paced environment with high inquiry volumes
  - Adaptability to learn new technologies and stay updated on industry developments
  - Must be authorised to work in Australia
  
Desirable
 - Familiarity with common cryptocurrency issues (ie. fee sizes, transaction delays)
  - KYC/AML experience
  - Knowledge of compliance and security protocols related to cryptocurrency
  
 - Work from home days
  - Training & development
  
Join CoinJar and be part of a team shaping the future of finance through innovative cryptocurrency solutions. 
Apply now to embark on an exciting career in the rapidly evolving world of digital currencies!
 Essential
 - Minimum 2 years experience supporting users of a software platform or as a web3/crypto community manager
  - Basic understanding of cryptocurrency and blockchain technology
  - Experience using cryptocurrency exchanges or wallets
  - Proficiency in using customer support software and tools
  - Excellent written and verbal communication skills
  - Strong attention to detail and accuracy in handling customer information
  - Exceptional time management and organisational abilities
  - Robust problem-solving and troubleshooting skills
  - Ability to simplify complex technical concepts
  - Capability to thrive in a fast-paced environment with high inquiry volumes
  - Adaptability to learn new technologies and stay updated on industry developments
  - Must be authorised to work in Australia
  
Desirable
 - Familiarity with common cryptocurrency issues (ie. fee sizes, transaction delays)
  - KYC/AML experience
  - Knowledge of compliance and security protocols related to cryptocurrency
  
  - Work from home days
  - Training & development
  
Join CoinJar and be part of a team shaping the future of finance through innovative cryptocurrency solutions. 
Apply now to embark on an exciting career in the rapidly evolving world of digital currencies!