Customer Care Officer

Customer Success Intern

Location: Remote

Company: Waltio

About Waltio:

Waltio is a company focused on making cryptocurrency ownership easier, particularly in the realm of tax and accounting. Our goal is to provide customers with the best possible experience by ensuring they can navigate the complexities of the cryptocurrency world smoothly. As a Customer Success Intern, you'll play a key role in helping us maintain this high level of service and support.

Job Description:

As a Customer Success intern, you’ll be on the front lines of communication, ensuring customers have the best possible experience. Your role will include addressing customer inquiries, escalating issues when necessary, and contributing to customer retention by providing valuable feedback.

You will work within a team of around ten people and report to the Head of Support. Your mission will be to quickly sort and prioritize customer requests and respond to simpler cases using automatic responses. Additionally, you’ll help improve our customer support tools, like Walty, our support bot.

Main Responsibilities:

• Message Management: Sort and redistribute all customer messages received on our platform.
• Identify Requests: Quickly assess the content of customer inquiries and determine next steps.
• Respond Efficiently: Use macros and automated responses to resolve simple issues quickly.
• Feedback & Collaboration: Provide feedback to improve long-term customer support strategies, working closely with the technical and product teams to escalate bugs and feature requests.
• Update FAQs: Ensure the FAQ section is up-to-date with the latest platform updates and new features.
• Support Bot Improvement: Assist in enhancing Walty, our customer support bot.

Desired Profile:

• Strong Interest in Cryptocurrencies/Blockchain: A solid understanding of cryptocurrency, blockchain, DeFi, and tax/accounting related to crypto is essential.
• Language Skills: Proficiency in French, both written and spoken, as you will be communicating independently with Waltio’s main clients.
• Empathy and Communication: Strong interpersonal skills with a customer-centric mindset.
• Cryptocurrency Experience: Ideally, you should have personal experience with cryptocurrencies, whether through ownership or investment.
• Attention to Detail: Excellent written communication with minimal grammatical or spelling errors.
• Curiosity: A desire to work on diverse issues and contribute to the success of the team.

Recruitment Process:

1. Application Review: Analysis of your application within 5 working days.
2. First Interview: 1-hour interview with the Customer Success Lead.
3. Test/Practical Case: Complete a practical task and submit your results.
4. Final Decision: Receive feedback within 2 weeks maximum.

Benefits:

• Flexible Working Hours: Opportunity for teleworking, allowing you to manage your time effectively. 🏝️
• Dynamic Work Environment: Collaborative team atmosphere to foster innovation and growth. 🤩
• Bi-Annual Seminar: Attend seminars in exceptional locations to reconnect with the team and dive deeper into key industry topics. 🎉
• Crypto Business Opportunities: Shape the future of crypto business and wealth management. 🚀