Customer Support Associate

The Department: Customer Support

Nifty Gateway is starting to build out its Customer Support team. This role is an excellent opportunity to be on the ground floor of a rocket ship. 

We view Customer Support as one of the most important departments in a company - in this role, you'll work closely with our founders, and have to create technical, scalable frameworks for supporting one of Nifty's most important constituencies.

The Role: Customer Support Associate

At Nifty Gateway, our CS Associates work alongside the brightest minds in a fast-paced and evolving industry. They ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction. We are looking for a brilliant, self-motivated, personable hands-on individual who is hungry and eager to learn. The ideal candidate is a highly organized detail-oriented, self-starter with the desire to make an immediate impact and the ability to work through the unexpected. They are excited for a unique opportunity to make a real impact in an exciting and growing company.

Responsibilities:

• Build out scripts and tech solutions that solve Customer Support problems in a scalable way.
• Manage all flows of inbound customer requests and issues via email, chat and phone
• Identify and assess customers’ needs to achieve resolution
• Triage tickets to the appropriate internal departments and working with them to resolve the issue
• Work with interdisciplinary teams (i.e. Engineering, Compliance, Security), escalating issues and collaborating with appropriate parties to establish protocols on new processes
• Play a key role in onboarding of institutional customers and ongoing account recertifications
• Create process enhancements and efficiencies, and manage any projects to completion
• Provide periodic on-call support coverage for customer issues outside of business hours
• Possible occasional weekend coverage with flexibility during the week

Minimum Qualifications:

• 1-4 years in a customer support capacity or equivalent
• Confident verbal communication and polished written communication
• Experience and comfort with solving complex problems from end-to-end
• Comfort with flexible hours, including weekends, for comprehensive support coverage

Preferred Qualifications:

• Experience working in Zendesk
• Experience in marketplace tech companies
• Familiarity with Cryptocurrencies
• Interest in art