The Role
The Crypto Customer Success Specialist will handle customer inquiries, resolve complaints, process orders, and maintain good customer relationships. The role involves community management and improving customer service processes.
Summary Generated by Built In
Token Metrics is seeking a Cryptocurrency Customer Support Specialist that excels in meeting cryptocurrency customers' expectations, from answering questions on products and services to processing orders. You should assist in investigating issues that arise and resolving conflict from customer complaints to ensure customer satisfaction.
To be successful as a Customer Support Representative, you should stay informed about product and service specifications and maintain good relations with customers. Ultimately, a successful Customer Support Representative should be able to achieve outstanding customer service and communicate effectively with customers.
Responsibilities
- Maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Respond to comments and community member queries in a timely manner
- Communicating with customers through various channels.
- Acknowledging and resolving customer complaints.
- Knowing our products inside and out so that you can answer questions.
- Processing orders, forms, applications, and requests.
- Keeping records of customer interactions, transactions, comments, and complaints.
- Work with the team to improve the server and community experience, increase engagement and activity
- Providing feedback on the efficiency of the customer service process.
- Managing a team of junior customer service representatives.
- Ensure customer satisfaction and provide professional customer support.
- Assist with other matters relevant to the role, as provided by Token Metrics
- Identify & remove spam, scammers, and inappropriate content from our Discord server
Requirements
- Familiarity with CRM systems Preferably Intercom
- Ability to navigate community management tools Like Telegram, Discord
- Customer orientation and ability to adapt/respond to different types of customers
- Excellent communication and presentation skills
- Ability to multi-task, prioritize, and manage time effectively
Token Metrics helps crypto investors build profitable portfolios using artificial intelligence-based crypto indices, rankings, and price predictions.
Token Metrics has a diverse set of customers, from retail investors and traders to crypto fund managers, in more than 50 countries.
Top Skills
Crm Systems
Discord
Intercom
Telegram
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The Company
What We Do
Token Metrics is a cryptocurrency investment research platform that’s driven by machine learning and artificial intelligence. The company was founded by Ian Balina in 2017 as he traded his way from $20,000 to more than $5 million, logging all his trades in a public-facing spreadsheet that drew more than a million unique visitors per month. Ian’s Moneyball-style approach to crypto investing now forms the basis of the Token Metrics platform, which now helps thousands of customers around the world profitably play the crypto markets.
