[Remote] Customer Support Specialist (2pm to 11pm GMT-3) (web3/blockchain/defi/crypto)

Kyber Network

Kyber Network

Customer Service
Ecuador
Posted on Thursday, May 18, 2023

*** ABOUT KYBER NETWORK

Kyber Network (https://kyber.network) is an industry-leading blockchain company, providing cryptocurrency liquidity for the largest companies in the DeFi (decentralized finance), Metaverse, and NFT spaces. The company raised US$52M in its token sale in 2017, and operates KyberSwap, one of the top DEx Aggregators in the world with over US$1B in monthly trading volume.

As part of our efforts to deliver industry-leading customer experience, we are looking for a Customer Support Specialist to respond to support queries via email and live chat, and to help build and maintain a public-facing knowledge base as part of a Low-effort CX strategy. This role reports in to the Customer Support Manager in Singapore, but will work in 2pm-11pm (GMT-3) shift.

*** JOB DESCRIPTION

Responsibilities:

  • Answer inbound email and live chat queries regarding Kyber Network’s suite of products and services (especially KyberSwap.com)
  • Create and maintain help center articles about Kyber Network’s suite of products and services
  • Work with other groups in the company to identify and deliver solutions to customer pain
  • Collaborate with product managers and engineers to help realize improvements to the platform
  • Create and maintain knowledge articles in the public-facing knowledge base
  • Some shift work may be required.

Requirements:

Must have

  • At least 3 years of experience in a customer service or technical support role
  • Personal and/or Professional experience with cryptocurrency trading AND DeFi technology (Due to the complex technical nature of the knowledge domain, only candidates with this experience will be considered)
  • Empathy for customers and determination to solve customer pain
  • Proven track record of supporting demanding customers while keeping cool under fire
  • Professional-level English language proficiency
  • Ability to work remotely with light supervision

Nice to have

  • 1-2 years experience working for a centralized or decentralized cryptocurrency exchange
  • Familiarity with using KyberSwap specifically
  • Experience creating and managing Help Center content
  • Knowing what a Low Effort CX Strategy entails

*** WHAT WE CAN OFFER

  • Remote benefits: https://kyber.vn/post/694725029789925376/kyber-network-remote-work-benefits

*** HOW TO APPLY

  • Please send your resume to hr@kyber.network with email subject “Your full name_Job title_Your current location_LinkedIn”
  • Or talk to our Recruiters on Telegram: @Scarlett_150489

*** CONNECT WITH US

  • Discord: https://discord.com/invite/NB3vc8J9uv
  • Twitter EN: https://twitter.com/kybernetwork
  • Twitter KyberDAO: https://twitter.com/KyberDAO
  • Twitter Turkish: https://twitter.com/kyberturkish
  • Twitter Japanese: https://twitter.com/kybernetwork_jp
  • Forum: https://gov.kyber.org/
  • Reddit: https://www.reddit.com/r/kybernetwork/
  • Facebook EN: https://www.facebook.com/kyberswap
  • Facebook Careers: https://www.facebook.com/KyberCareers
  • Youtube: https://www.youtube.com/channel/UCQ-8mEqsKM3x9dTT6rrqgJw

Only shortlisted candidates will be contacted.

For other job opportunities at Kyber Group, click here https://kyber.vn/.