Customer Service Specialist

BitGo is the leader in digital asset financial services, providing institutional investors with liquidity, custody, and security solutions. Founded in 2013, BitGo pioneered the multi-signature wallet and is the first digital asset company to focus exclusively on serving institutional clients. Active in both centralized and decentralized finance, BitGo offers market leading trading, lending, and borrowing services through its prime brokerage services and acts as the custodian for WBTC, the leading global stablecoin for Bitcoin. In 2020, BitGo launched BitGo Portfolio and Tax, providing clients with a full-stack solution for digital assets. In 2018, it launched BitGo Trust Company, the first qualified custodian purpose-built for storing digital assets. BitGo processes approximately 20% of all global Bitcoin transactions, and supports over 600 coins and tokens. BitGo provides the security and operational backbone for more than 1500 institutional clients in 50 countries, including many regulated entities and the world’s top cryptocurrency exchanges and platforms. BitGo is backed by Goldman Sachs, Craft Ventures, Digital Currency Group, DRW, Galaxy Digital Ventures, Redpoint Ventures, and Valor Equity Partners. 

We are seeking energetic Customer Service Specialists  to join our global team in Bangalore!

Responsibilities: 

• Maintain a high bar for client experience by setting an example through performance and work ethic 
• Conduct video calls with customers to assist them with transactional activities such as onboarding, and resolving issues.
• Provide personalized assistance and guidance to customers, ensuring their needs are met promptly and effectively.
• Accurately manage customer information and transaction details within our systems.
• Act as a critical line of defense to detect and escalate suspicious or unusual activity and prevent fraudulent activities by interfacing with customers directly.
• Collaborate with other team members and departments to address complex customer issues and escalate when necessary.
• Maintain a professional and courteous demeanor at all times, representing the company's values and brand image.
• Continuously strive to improve customer service processes and procedures to enhance efficiency and customer satisfaction.
• Stay updated on industry trends, product knowledge, and customer service best practices to provide informed assistance to customers

This role demands excellent communication skills, attention to detail, and a customer-centric approach. 

Skills & Experience:

We are looking for teammates who share and practice our values: open communication, transparency, taking ownership, and a high level of craftsmanship.

Qualifying Skills & Experience: 

• 2+ years of work experience in customer success or related role 
• Diploma or equivalent; bachelor’s degree preferred.
• Previous experience in customer service or related field, preferably in a call center environment.
• Excellent communication skills, both verbal and written, with proficiency in conducting video calls.
• Strong interpersonal skills with the ability to build rapport and resolve customer concerns effectively.
• Detail-oriented with a focus on accuracy in data entry and transaction processing.
• Ability to multitask and prioritize tasks in a fast-paced environment.
• Proficiency in using computer systems, software applications, and video call platforms.
• Flexibility to work varying shifts, including evenings, weekends, and holidays as needed.

Why Join BitGo?

Disrupting an industry takes vision, innovation, passion, technical chops, drive to deliver, collaboration, and execution. Join a team of great people who strive for excellence and personify our corporate values of ownership, craftsmanship, and open communication. We are looking for new colleagues who bring innovative ways of thinking and problem-solving, and who want risks to be part of the team that changes the world’s financial markets.

Here are some of the benefits of working at BitGo:

• Competitive salary
• IT equipment support for work
• Meal and commute allowance
• Medical Insurance
• Attractive Well-being allowance (comprised of medical, wellness and fitness aspects)
• Snacks: on-the-house in the Bangalore office
• Great/Talented workforce to learn and grow with

Cryptocurrencies are the most disruptive change the financial services industry has seen in years. Join us and you'll be able to look back and say you were part of the team that transformed investing.

Note: This role is Onsite in the Bangalore office.

Working Hours

Days (5 days working)

Shifts

Friday to Tuesday

12: 30 am to 9:30 am IST

Friday to Tuesday

9:30 am to 6:30 pm IST

Friday to Tuesday

5:30 pm to 2:30 am IST