Senior Customer Service Representative

  • Abra
  • Mountain View, CA, USA
  • Apr 14, 2019
Permanent

Job Description


About Abra

At Abra, we're making cryptocurrency investing simple. Abra operates an easy-to-use app - with 30 cryptocurrencies, 50 fiat currencies, and the BIT10 crypto index available. Users can buy, sell, store, and invest in cryptocurrencies, plus manage all crypto investments, in one place. Our vision is an open, global financial system that is easily accessible to everyone. Abra is backed by solid investors, and strives to offer the best customer service in the industry.

About Us: https://www.abra.com/about-us/

Abra in the News: https://www.abra.com/press/

The rest of our website: https://www.abra.com/

About the job

We are expanding rapidly and need an experienced customer support representative to join our team. By solving problems for our customers and collecting their feedback, you will be an integral part of our ability to deliver great service to our rapidly-growing user base, now and in the future. You will be handling escalated issues in no time, and collaborating with multiple team members across the company. Additionally, you'll be responsible for key parts of our Operations, including compliance-related processes, helping us create and scale our processes.

The role is full-time, and located in Mountain View, CA.

Responsibilities
  • Deliver outstanding customer service and experience, primarily through email
  • Troubleshoot customer issues and concerns, investigating why they happened, and communicating with multiple teams to find rapid resolutions
  • Collaborate with local and remote colleagues, following up on escalations and handling hand-overs to/from other customer service reps
  • Act as the voice of the customer internally, providing insights to different areas of the business to help build a better product, and presenting findings and feedback to executives
  • Perform compliance-related activities to ensure Abra meets all internal procedures and regulatory requirements
  • Suggest and implement improvements to processes and policies


Qualifications

We seek candidates who are passionate about providing great customer experience, and have a strong desire to work in a dynamic startup environment. Successful candidates should have/be:
  • Bachelor's degree
  • At least 5-6 years of experience in customer service
  • Organized, methodical, detail-oriented
  • Relentless and self-motivated
  • Highly productive and with strong work ethic
  • Experience structuring and running processes
  • Able to charm customers
  • Excited to chase down open issues through completion
  • Multitasker, able to shift focus easily
  • Great communicator, critical thinker
  • Work well in both team-oriented and self-directed environments
  • Tech savvy, both with web and mobile apps
  • Strong written and verbal communication skills in English
  • Bonus: experience training and managing other customer service reps
  • Bonus : experience working with CRM systems, e.g., Zendesk, JIRA, Salesforce
  • Bonus : personal experience with cryptocurrencies


What we offer
  • Medical, Dental and 401(k)
  • Competitive salary and meaningful equity (full-time), commensurate with a company at our stage
  • Commuter benefits
  • Catered lunch daily and an office stocked with snacks across the spectrum
  • Unlimited PTO. We trust you to get your work done
  • The opportunity to shape your own role
  • The opportunity to have high impact in the company, and hopefully in the world, too