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Customer Support Representative I 🔥


At Metal, we are shaping digital money and revolutionizing the way people transact by building the decentralized financial infrastructure of the future. To date, we have launched and operate Metal Pay (digital banking and crypto wallet) and Proton SDK a distributed ledger for identity and interaction with the card and banking payments settlement layer.

We are seeking a solutions-oriented Customer Support Representative, who can think critically on their feet and has a genuine passion for helping others. The landscape in cryptocurrency is evolving, and this is a chance to help our customers become part of the digital future with the Metal suite of product and services (Metal Pay, Proton Market, Proton Swap and Proton Wallet). We’re a lean and collegial team in which every role matters, and you’ll have a big impact on high stakes decisions, working across the enterprise with Compliance, Community, Marketing, Operations and technical teams that are pioneering Digital Payments and Decentralized Finance.

You will have demonstrated the ability to understand key metrics pertaining to basic customer support factors. You will be given the opportunity to broaden your skills and strengthen your existing talents within and outside of the team. A successful candidate will also be able to operate in a low supervision environment that requires exceptional soft skills and both procedure driven and ad-hoc critical thinking.

Responsibilities

  • Help customers with technical and non-technical inquiries across multiple channels (Email and Live Chat).
  • Engage in meaningful conversations with our customers and problem-solve when things don’t go quite right.
  • Work with the Customer Success team to draft and update email template responses and Knowledge Base articles.
  • Be driven by metrics and key performance indicators and make informed decisions that will achieve your team’s goals and Metal’s Mission and Values.
  • Participate in bug-reporting and bug hunting activities.
  • Assist in developing cross-functional internal stakeholder partnerships between Compliance, Community Management, Marketing, and senior management to identify opportunities for process and strategic enhancements
  • Ensure customer satisfaction by meeting customer needs in a courteous and timely manner while utilizing active listening and empathy.
  • Assist in collecting relevant data for periodic metrics to management.

Requirements

  • 2+ years of customer service or customer support experience.
  • Bilingual candidates will be given preference (English + French or an official EU language).
  • Excellent soft skills - written and verbal communication.
  • Strong time management and analytical skills.
  • Ability to adapt to changes to business or customer needs.
  • Take ownership of customer tickets, multi-task and problem solve the inquiries. Demonstrated experience working in customer-centric environments and have a passion for customer success excellence.
  • Proven track record of maintaining confidentiality and secure sensitive information.
  • You have a passion for crypto and want to learn more.
  • Startup experience preferred.
  • Previous experience in personal banking or card services is a plus.
  • Must be able to pass a background check.

Technical Requirements

  • Comfortable working with Google suite (Docs, Sheets, Slides, etc).
  • Basic experience in email/chat-based CRM’s (FreshDesk, Zendesk).
  • High-speed internet connection will be required.

Work Environment

  • This position will be remote. A work-at-home area must be available and free from distractions.
  • Shift coverage will be Wednesday to Sunday 8 AM - 4PM (EST Time Zone).

Job Type: Full-time

Pay: $25.00 - $30.00 per hour

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Disability insurance
  • Employee assistance program
  • Employee discount
  • Flexible schedule
  • Flexible spending account
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Parental leave
  • Professional development assistance
  • Referral program
  • Retirement plan
  • Tuition reimbursement
  • Vision insurance

Schedule:

  • 8 hour shift
  • Weekends

Application Question(s):

  • Are you bilingual? If so, in what language? How proficient are you?
  • Why are you interested in crypto and blockchain? Are you an investor?

Education:

  • Bachelor's (Required)

Experience:

  • Customer Service: 2 years (Required)
  • Finance: 2 years (Required)

Shift Availability:

  • Day Shift (Required)

Work Location:

  • Fully Remote

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