Customer Support Representative

Are you looking to be a part of one of the most influential companies in the blockchain industry and contribute to the crypto revolution that is changing the world?

At Metal, we are shaping digital money and revolutionizing the way people transact by building the decentralized financial infrastructure of the future. To date, we have launched and operate Metal Pay (digital banking and crypto wallet) and Proton SDK a distributed ledger for identity and interaction with the card and banking payments settlement layer.

We are seeking a solutions-oriented Customer Support Representative, who can think critically on their feet and has a genuine passion for helping others. The landscape in cryptocurrency is evolving, and this is a chance to help our customers become part of the digital future with the Metal suite of product and services (Metal Pay, Proton Market, Proton Swap and Proton Wallet). We’re a lean and collegial team in which every role matters, and you’ll have a big impact on high stakes decisions, working across the enterprise with Compliance, Community, Marketing, Operations and technical teams that are pioneering Digital Payments and Decentralized Finance.

You will have demonstrated the ability to understand key metrics pertaining to basic customer support factors. You will be given the opportunity to broaden your skills and strengthen your existing talents within and outside of the team. A successful candidate will also be able to operate in a low supervision environment that requires exceptional soft skills and both procedure driven and ad-hoc critical thinking.

Responsibilities

• Help customers with technical and non-technical inquiries across multiple channels (Email and Live Chat).
• Engage in meaningful conversations with our customers and problem-solve when things don’t go quite right.
  
• Work with the Customer Success team to draft and update email template responses and Knowledge Base articles.
• Be driven by metrics and key performance indicators and make informed decisions that will achieve your team’s goals and Metal’s Mission and Values.
• Participate in bug-reporting and bug hunting activities.
• Assist in developing cross-functional internal stakeholder partnerships between Compliance, Community Management, Marketing, and senior management to identify opportunities for process and strategic enhancements
• Ensure customer satisfaction by meeting customer needs in a courteous and timely manner while utilizing active listening and empathy.
• Assist in collecting relevant data for periodic metrics to management.