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Customer Success Advisor
at Trezor
8 months ago | 1308 views | 12 applications

Customer Success Advisor


About the company

We are Trezor. We invented the world’s first hardware wallet and created an entirely new industry. We set industry standards, including Passphrases, Shamir Backup and Recovery seeds. We value transparency with open-source hardware and software, and we’re dedicated to securing individual freedoms and privacy. We are a self-funded, independent innovator.

Job Summary

What will your duties be?

📍Providing tailored onboarding sessions to customers through live video interactions 📍Educating and guiding customers on secure self-custody wallet setup, configuration and best security practices 📍Helping new customers understand bitcoin, self-custody and private key management 📍Handling customer support tickets for self-custody onboarding, troubleshooting, and general inquiries 📍Providing outstanding customer service by demonstrating politeness, promptness, and proactivity when resolving client issues and answering questions 📍Developing a deep understanding of clients and use it in collaboration with product, marketing, and operations teams 📍Escalating complex issues to the appropriate teams while ensuring effective communication and timely resolution

What makes you the perfect candidate?

📍Having impeccable spoken and written English (full proficiency, think C1 to C2) 📍Previous experience in a client facing role or customer support, preferably in the fintech or cryptocurrency industry. 📍Proficient in technology and internet navigation to assist customers with digital platforms, troubleshoot technical issues, and provide guidance on online resources 📍Bitcoin and crypto fascinates you, really gets your heart beating and you’re always learning more about it 📍Excellent communication skills, mainly verbal (public speaking, leading seminars, teaching) but also written 📍A track record of resolving issues promptly and simplifying technical concepts 📍Ability to stay calm when guiding clients through digital asset management, even under pressure 📍A bonus would be having experience with Hardware Wallets: Hands-on experience or familiarity with hardware wallets 📍Awesome if you’ve assisted customers remotely or virtually and build rapport in a remote setting 📍A plus if you’ve used a ticketing system like FreshDesk or Zendesk

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