Job description
Bitcoin Depot is looking for a Customer Support Representative to help assist the customer experience of our customers. As a Customer Support Representative, you are in direct contact with our customers and you are responsible for the customer experience lifecycle. The duties range from assisting the customer in all aspects to interacting with Compliance and Operations teams to support the customer and preserve their experience with Bitcoin Depot. This means handling all forms of customer contact and answering their questions or tickets in a timely and professional manner. The customer experience also extends into Operations and Compliance in that the Customer Support team is often the first line of defense when dealing with machine malfunctions or compliance issues. It is up to our team to resolve these issues as fast as possible while informing the correct departments and people of what actions need to be taken. In addition to ensuring that our customers have a good experience and are able to purchase, it is extremely important that all Customer Support team members are checking every profile they interact with for ToS or Compliance violations.
Bitcoin Depot is the largest Bitcoin ATM Network in the world offering users the ability to buy and sell Bitcoin at thousands of BTM and BDCheckout locations.
We are proud to be an Atlanta Journal-Constitution Top Work Place for 2021 and 2022, the inc 5000, and placing on the ACG Georgia Fast 40 list for two consecutive years. We currently trade on the NASDAQ under the ticker symbol BTM.
Responsibilities:
- Promptly and politely answer incoming calls, emails and text messages from customers by using Zendesk, Gmail, Slack and in-house tools.
- Ability to multitask between phone, email, chat, sms.
- To work alongside other departments when needed by using Slack, Bitaccess, and GSuite.
- Monitor Customer “ID Approval” requests with urgency and accuracy.
- Troubleshoot customers with blockers on their accounts.
- Notate customer accounts with notes that will be helpful for the next customer support agent to assist and quickly identify account issues.
- Fill out scam reports spreadsheet, gathering as much pertinent information from the scam victim, as well as banning their account from the network.
- Monitor ATM machines, check for and troubleshoot offline machines and attempt remote opt-reboot,and escalate the issue if a simple reboot does .
- Obtain all required information to process refunds for partially filled crypto orders for cash withdrawals.
- Knowledge of how to track/monitor/interpret transactions via blockchain ledger
- Customer support or inside sales, call customers that have signed up for, but have not completed a transaction.
Requirements:
- 1+ years of experience in customer support or call center work
- Excellent communication skills, both written and verbal.
- Knowledge of the cryptocurrency industry, including blockchain technology and major cryptocurrency such as Bitcoin a plus.
- Ability to work in a fast-paced, dynamic environment.
- Knowledge of Zendesk platform (Preferred)
Benefits:
- 401K Matching
- Health benefits offered with a company contribution towards premiums
- Paid wellness membership
- Equity
- Paid time off & holidays
- Annual in-person team building events
- Virtual team building events
- Remote first environment
Bitcoin Depot provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
