Customer Support Executive - Remote within Canada (EST)

Cryptio

Cryptio is an enterprise-grade crypto back-office platform. Our software helps financial institutions, corporates and crypto-native companies navigate the fragmented digital-asset landscape with confidence. We are a Series-A company, backed by tier-1 crypto and non crypto investors: Point Nine, BlueYard, Tim Draper, Alven, Aave, Consensys, Outlier Ventures. Some of our clients include top crypto companies like Uniswap or Metamask as well as banks and governments.

We're tackling one of the biggest challenges in crypto right now - building the infrastructure to help institutional adoption. And we're playing to win.

Location

You are required to be based in Canada in the EST timezone, working remotely.

About the role

Cryptio is looking for an enthusiastic crypto native graduate to join our Customer Operations team as a Customer Support Executive.

This is a great opportunity to develop your career in an early stage Customer Operations function at a fast paced start-up.

Alongside delighting our customers day in, day out, you’ll have the ability to build out and inform process improvements to improve stakeholder outcomes in the long term too.

We’re bringing certainty to counting crypto assets for some of the largest companies in Web3 and this is an amazing chance to join us on our growth journey.

Responsibilities

• Deliver top-tier, timely customer support to all of Cryptio’s customers through Zendesk 

• Liaise with internal stakeholders to efficiently solve customer problems

• Report product malfunctions and act as a voice of the customer in product discussions

• Share feature requests and effective workarounds with team members

• Gather customer feedback and share with our Product, Sales and Marketing teams

• Take responsibility for building out new processes where they don’t already exist

• Build extensive expert knowledge of our unique product and market and become a go-to problem solver within the business

• Drive improvements in overall customer experience by owning some areas of project delivery

Requirements

• You’re crypto-native and have extensive knowledge of the Web3 space

• You love deep diving on problems and coming up with solutions

• You’re comfortable with remote working environments

• You have excellent communication skills and love to speak directly with customers

• You can multi-task, prioritise and are happy working independently

• You bring patience and empathy when handling tough cases

Tools we use

• Zendesk

• Linear

• Telegram

• Notion

• Slack

Benefits

• Fully-remote

• 25 days paid holiday + bank holidays + your birthday off

• 4% pension contributions

• Private Medical & Dental Insurance

• Apple Macbook Pro

• $200 workplace budget

• Training and development budget