Token Metrics logo Crypto Customer Success Specialist (Global-Remote-Non.US)

Crypto Customer Success Specialist

Token Metrics | Global (Remote - Non-U.S.) | Full-Time

Token Metrics is seeking a Cryptocurrency Customer Support Specialist to join the team and ensure exceptional customer service for crypto investors. The ideal candidate will have experience managing customer expectations, addressing queries, and resolving issues effectively, while helping improve overall community engagement. This role involves working across platforms like Discord and Telegram, assisting with product knowledge, order processing, and conflict resolution.

Key Responsibilities:

• Customer Interaction: Maintain a positive, empathetic, and professional attitude toward customers, responding to comments and queries across multiple channels.
• Issue Resolution: Address and resolve customer complaints and issues in a timely and professional manner.
• Product Expertise: Develop an in-depth understanding of Token Metrics products to assist with customer inquiries.
• Order and Request Processing: Handle orders, forms, applications, and other requests efficiently.
• Community Engagement: Work with the team to enhance the server and community experience, increase engagement, and remove spam, scammers, and inappropriate content from platforms like Discord.
• Customer Feedback: Provide feedback on customer service processes and contribute to improvements.
• Team Management: Oversee and guide junior customer service representatives.

Requirements:

• Familiarity with CRM systems, preferably Intercom.
• Proficiency in using community management tools like Telegram and Discord.
• Strong customer orientation, with the ability to adapt to different customer types and needs.
• Excellent communication and presentation skills.
• Ability to multi-task, prioritize, and manage time effectively.