Responsibilities

📍Serve as a trusted advisor and advocate for customers, managing inquiries with empathy and efficiency. 📍Provide real-time support via Slack and other communication tools, ensuring timely and accurate resolutions. 📍Deliver outstanding technical support for Fireblocks' SaaS platform, going above and beyond to address customer needs. 📍Escalate and collaborate on complex issues with the Senior Support Team, ensuring seamless resolution and customer satisfaction. 📍Proactively identify and resolve recurring issues, contributing to process improvements and enhancing the customer experience. 📍Manage cases meticulously, maintaining clear and detailed documentation throughout the support process. 📍Communicate effectively during critical incidents, participating in "war room" calls and keeping customers informed with timely updates. 📍Embrace and adhere to business processes and policies while suggesting improvements to enhance the customer journey.

Required Skills

📍1 - 2 years of experience in a customer support or similar role, with a passion for delivering exceptional service. 📍Strong troubleshooting skills with the ability to work under pressure and prioritize customer needs effectively. 📍Exceptional written and verbal communication skills, demonstrating professionalism and empathy in all interactions. 📍Proven ability to build strong relationships with customers, acting as a trusted advisor and advocate for their needs. 📍A customer-first mindset, ensuring that resolutions align with customer success and satisfaction.

The future of finance is here — whether you’re interested in blockchain, cryptocurrency, or remote web3 jobs, there’s a perfect role waiting for you.