Customer Support

We are looking for a creative and empathetic person to join our Support team. It’s our team’s goal to delight, educate, and help our users utilize Koinly to its full potential.

You will become a product expert in Koinly and the ultimate source-of-truth for our users. You will help us answer questions, troubleshoot issues, and engage with our users via chat and discussion forums. Beyond this, you will also have time to learn and pursue projects that improve the customer experience in meaningful ways – i.e. creating help guides, tutorials, testing new features, etc.

Responsibilities

• Answer customer support queries in a friendly, professional and timely manner via Intercom
• Responding to user questions on our discussion forums
• Writing product guides on our Help Centre to reduce common customer queries
• Working closely with our development team to help resolve customer issues
• Share feedback and insights with the broader organisation - we’re building a great product together that we all have a say in

Requirements

• At least one year of technical support experience for online software
• Great written communication skills (your main communication channel will be written)
• A love for going above and beyond for customers and making sure they get the best experience
• Extremely organised, high attention to detail—you're careful at accomplishing tasks
• A positive can-do attitude, open to new and unexpected challenges
• Enjoys the fast-paced and “wearer of many hats” nature of working in a startup environment
• Experience with Intercom or newsletter engagement tools is a plus

Bonus points if:

• You come from an accountancy or tax background
• You have an interest in cryptocurrencies

Listed in: Crypto Jobs, .