Customer Success Contractor
Location - Remote (Manila and Makati)
Blue Cube Services is excited to recruit remote-working Customer Success specialists to work on a project for one of the world’s leading software platforms for digital assets. This is a self-employed contractor role compensated in cryptocurrency. As such, candidates are responsible for their own tax declarations.
This role will seamlessly integrate with our global Customer Success team, collaborating with cryptocurrency wallet experts, trading support professionals, and live-chat agents, all on a fully remote and contractual basis. Successful candidates will play a vital role in delivering exceptional service to customers reaching out to our client for assistance with their crypto wallet, exchange, or other product lines. Responsibilities include resolving customer queries via the Zendesk ticketing system and engaging with customers on live-chat platforms to ensure a positive and efficient experience.
We are specifically seeking candidates who can commit to a minimum of 30 hours per week and a maximum of 50 hours per week. This is a 24/7 role with a rotating shift schedule, covering day, evening, and night shifts, including weekends. Currently, we’re focusing on filling Manila evening shifts, though your hours may vary over time to meet business needs. We value flexibility and appreciate your openness to adapt to different shift patterns.
Shift examples (Manila):
Morning: 7AM - 3:30 PM
Evening: 3PM - 11:30 PM (Priority)
Night: 11PM - 7:30 AM (Priority)
When submitting your application, kindly identify which of these schedules you can commit to. It is essential that candidates can accommodate shifts within these specified time frames. Successful candidates will be expected to work at least 30 hours per week, ensuring flexibility and availability during the designated hours.
RESPONSIBILITIES
First-Line Ticket Resolution:
- Respond promptly to customer inquiries via Zendesk (webforms, chats and emails)
- Efficiently and accurately resolve first-line tickets related to account inquiries, transaction issues, and general product information.
Product Knowledge:
- Develop a deep understanding of Blockchain.com products and services.
- Stay informed about industry trends and updates related to blockchain technology and cryptocurrencies.
Problem Solving:
- Analyze customer issues and provide clear, concise, and timely solutions.
- Collaborate with teammates and QA agents to escalate and resolve complex issues as needed.
Communication:
- Maintain a professional and positive tone in written and verbal communication.
- Clearly articulate complex concepts to customers in a way that is easy to understand.
Documentation:
- Document customer interactions, issues, and resolutions in our ticketing system.
- Contribute to the creation and maintenance of a comprehensive knowledge base for customer support as needed.
Quality Assurance:
- Ensure all responses and resolutions align with company policies and guidelines.
- Participate in ongoing training to stay up-to-date on platform updates and industry best practices.
REQUIREMENTS
- Must be 18 years of age or older.
- At least 1 year of experience in call center or support center environment
- Demonstrated commitment to maintaining a high level of professionalism, including punctuality, reliability, and consistent work performance.
- Candidates must have access to an appropriate laptop with a camera or a webcam, working microphone, stable and reliable internet connection and a phone capable of running Google Authenticator software.
- Experience with Live Chat and Zendesk is preferred.
- Strong written and verbal communication skills in English to convey complex cryptocurrency concepts in an understandable manner.
- Can commit to shift based work. Weekly schedules are typically consistent but occasionally may require some flexibility.
- Effective problem-solving skills to address customer issues related to transactions, account access, and platform functionalities.
- An understanding of the diverse challenges and concerns that customers may encounter, coupled with a high level of empathy.
- Cryptocurrency Knowledge: An understanding of blockchain technology and cryptocurrencies is highly preferred.
- Candidates must be prepared to submit to further background/security checks if required.
COMPENSATION & Perks
- Successful candidates will receive training in crypto and customer success service from our client’s global, in-house training team.
- Competitive compensation, in cryptocurrency.
- Opportunities for progression for high performers
- Ability to work remotely.
This is a self-employed contractor role available only to candidates in jurisdictions where they are eligible to be compensated in cryptocurrency. You are responsible for your own tax declarations. Please ensure you are able to receive payment in cryptocurrency and understand how to cash this out if so required.
APPLICATION:
CV (Resume)
LinkedIn profile.
