Customer Support Specialist (AMER Time Zone) Promptly respond to customer inquiries across multiple channels. Assist users in navigating the intricacies of managing digital assets. Provide above-and-beyond customer experiences that leave a lasting positive impression. Use problem-solving abilities to resolve unique customer problems and maintain consistent ticket housekeeping. Actively contribute to the team by providing valuable feedback to improve the customer support infrastructure and enhance the overall performance of Exodus. Contribute to projects, quality assurance, incident management, and value-added tasks.
You live in the AMER Region in the UTC -10 to UTC -4 time zones (Pacific, Mountain, Central or Eastern). You are comfortable working 40 hours a week, which includes at least one 8-hour shift on Saturday or Sunday. You are comfortable working between 16 UTC and 0 UTC. You have amazing written English skills, including proper grammar and punctuation. You empathize with customers on the simplest of problems, are inquisitive, and love troubleshooting to find an answer. You are detail-oriented and can provide detailed responses to customers with the unique ability to turn customer pain points into insightful product feedback. You understand how digital assets work, including security, confirmations, block times, network fees, etc. You are tech-savvy and have general knowledge of computers, including your operating systems. You are a self-starter who works well with minimal supervision and thrives in a remote work environment. You can manage competing priorities and prioritize them appropriately while maintaining performance standards. You are highly coachable and take responsibility for your actions. A Plus You are bilingual or multilingual and can speak other languages besides English, particularly Spanish, Russian, German, French, or Portuguese. You are familiar with Intercom or other support platforms.
Health: Most of our health insurance plans are covered 100% for you and 75% for your dependents. We’ll also cover dental insurance. If you are outside the United States, we will reimburse you up to $500 monthly for any medical and dental insurance for you and your dependents. PTO: 30 days of paid time off per year on top of a semi-flexible schedule. Unlimited Bereavement: We will pay you your full salary for the first two weeks for the loss of any immediate family members, but we allow you to take all the time you need to grieve outside of that. Tax Help: Is getting paid in Bitcoin new to you? Don’t worry! We will reimburse you for speaking with a professional tax specialist in your state/country to make sure everything is taken care of. Parental Leave: 13 weeks of fully paid leave and a month of flexible work for the primary caregiver. 4 weeks of paid leave if you are the child's secondary caregiver. Perks: Exodus offers a variety of seasonal perks, such as coverage for gym memberships and therapy. We also offer quarterly Wellness Days! We want to ensure all our employees know they are our priority and give back for their hard work often.
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