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Kiln
Customer Support Specialist
at Kiln
4 months ago | 568 views | Be the first one to apply

Customer Support Specialist

Full-time
London

About the company

Kiln is the leading enterprise-grade staking platform, enabling institutional customers to stake assets, and to whitelabel staking functionality into their offering. Our platform is API-first and enables fully automated validators, rewards, and data and commission management. With over $4+ billion crypto assets being programmatically staked, Kiln has a particularly strong track record on Ethereum as we run over 4% of the network; this includes 30,000+ validators with 0 slashing events. The team is made up of over 52 ecosystem enthusiasts formerly at Google, Circle, Ledger, Chainalysis, and other leading technology and cryptocurrency companies. Join Kiln and help us make the web more secure, stable, decentralized, and fair!

Job Summary

Responsibilities:

📍Onboarding and training: Help business clients understand the staking process, available options, and how to use the company's staking services effectively. 📍Technical support: Address client inquiries related to staking, troubleshoot any issues they may encounter, and guide them through the resolution process. 📍Platform updates and enhancements: Communicate new features, updates, and improvements to the staking platform, ensuring clients understand how these changes may impact their staking activities. 📍Knowledge base and documentation: Contribute to and maintain a comprehensive knowledge base of staking-related information, including FAQs, guides, and tutorials, to help clients quickly find answers to their questions. 📍Tools: Slack, Notion, Gong, HubSpot, Postman … 📍Stack: Solidity, Golang, JavaScript/Typescript, API REST, PostgreSQL, AWS/Kubernetes

Requirements:

📍+1 year of customer support experience for a B2B software company — preferably in the Data/DevOps, Artificial Intelligence, Cybersecurity, or Blockchain industries. 📍Proven experience in customer onboarding and user training. 📍Used to prioritize and manage support tickets (problem or request) till resolution. 📍Excellent communication skills to collaborate with users through any means. 📍Good knowledge of APIs, software implementation, testing, and deployment processes. 📍Genuine interest in web3, blockchain and cryptocurrency 📍C1 English + UK working visa

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