What you will be doing?

📍Customer support: Support the team to provide an excellent and personalized experience to customer queries within the specified SLAs, following established SOPs. 📍Issue Escalation: Proactively identify and escalate possible issues to superiors and communicate to all parties updates where necessary. Due diligence: Assess listing applications based on defined listing criteria to ensure meeting company standards and guidelines. 📍Relationship management: Maintain positive relationships with existing customers, project teams, exchanges, and partners to establish yourself as a trusted advisor. Serve as peer support in CoinGecko communities on social platforms (Telegram, Discord, etc). 📍Reporting: Assist in tracking, analyzing, and reporting on performance metrics to cross-functional teams. 📍Plugged-in: Stay up-to-date with the latest industry trends, tools, and methodologies to continuously improve the quality and effectiveness of operations initiatives. 📍Team player: Assist in working closely with cross-functional teams to ensure customer requests are handled appropriately and in a timely manner. You are required to support any ad hoc tasks as required by the company.

What we look for in you?

📍Proven track record: You have at least 3 years of work experience in finance, accounting, consulting, or customer support roles, preferably in the fintech industry or start-up environment. 📍Operations skills: You have the foundational knowledge of multiple areas of the Operations functions - Customer Support, Curation, Due 📍Diligence, Trend Analysis, Relationship Management, Presentation, etc. 📍Cryptoassets knowledge: You have the foundational knowledge of Bitcoin, Ethereum, DeFi, and NFT. You have used Dapps, exchanges, and other web3-related products. 📍CRM and blockchain analytics tools: You are proficient in using CRM and automation tools (e.g. Zendesk) and research tools such as Blockchain Explorers, DEX data aggregators, web analytics, etc. which is a plus. 📍Industry knowledge: You possess a general understanding of Web3 and DeFi and are actively learning more about news trends in the Crypto, Web3, and DeFi industries. 📍Product knowledge: You have a general understanding of CoinGecko’s products/services. 📍Customer-oriented: You have a genuine passion for providing positive, timely, and professional customer experiences. 📍Analytical & data-driven: You should be curious about data and able to tell stories using data. 📍Operational excellence: You have a keen eye for detail and an exceptionally high bar for accuracy and quality. You also hold your peers to similar standards in their work. 📍Strong opinions, loosely held: You are humble in embracing better ideas from others, eager to make things better, and open to challenges and possibilities.