ФилиппиныCustomer Support Specialist II
1 мес. назад
ФилиппиныMiddleOnsite
emailmessagingphone
Provide expert multi-channel customer support for high-value clients to ensure trust and retention.
Условия
- Pay Transparency Notice: The target annual base salary for this position can range as detailed below. Total compensation may also include bonus eligibility and benefits (including medical, dental, and vision).
- Annual base salary range (excluding bonus):
- ₱798,300 — ₱798,300 PHP
- Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
- US Applicants: View Employee Rights , Know Your Rights , and E-Verify Notice of Participation.
- Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at].com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial .
- Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice . US applicants: By submitting your application, you agree to Arbitration of Disputes .
Другое
- Ready to do the most impactful work of your career? At , we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at .
- As a Customer Support Specialist II on the Premium Support team within Customer Experience, you'll serve as a subject matter expert for 's products, delivering world-class service to our highest-value customers. This team provides personalized, multi-channel support that directly protects customer trust and drives retention across 's fastest-growing segments. You'll own complex customer issues end-to-end across phone, messaging, and email, resolving problems at the root cause while guiding customers to unlock additional products and features. What you'll do:
- Own investigation, troubleshooting, and resolution of complex customer issues across phone, messaging, and email, driving first-contact resolution and logging defects when escalation is required.
- Build deep expertise in products and the evolving crypto landscape, including blockchain, web3, staking, and derivatives, to advise customers and match solutions to their unique profiles.
- Identify customer needs proactively before they become issues, reducing friction and strengthening trust in 's platform.
- Partner with cross-functional subject matter specialists to escalate and resolve critical cases with urgency, ensuring accurate issue tracking and upstream solutions.
- Champion clear communication with internal and external stakeholders to align on resolutions, set expectations, and drive measurable improvements in the customer experience.
- Required Skills and Experience:
- 3+ years of experience in customer support or customer success in financial services, crypto, or technology, including direct experience supporting high-value customers.
- Basic working knowledge of blockchain, web3, staking, self-custody, and cryptocurrency markets.
- Demonstrated ability to investigate root causes, synthesize data and customer feedback, and resolve complex issues independently.
- Full-time, in-office presence five days a week with willingness to work nights and weekends to support the 24/7 nature of cryptocurrency markets.
- Proficiency in English with the ability to communicate complex product concepts clearly across phone, email, and messaging channels.
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
- GCX-CPCSS02PH-Q326