B2B Support Agent

Established in 2013 Cryptopay is one of the oldest and well-respected bitcoin platforms, which allows users to buy, sell and store bitcoins, as well as facilitating global money transfers without the use of a bank.

Our Support team at Cryptopay is looking for a Support Agent to help our B2B clients successfully use our crypto payment solutions. If you enjoy explaining complex things in simple terms and diving into new topics in fintech and crypto, we’d love to hear from you.

Responsibilities:

• Provide information support to our business customers: find a solution for each of them
• Explain complex things in simple words without distorting the essence
• To be an expert in our product and comply with KPI metrics
• Collaborating with internal teams, including development and product teams, to address complex customer issues and provide effective solutions
• Compliance with Customer Success principles. Create feature requests and pain points based on interaction with our business customers
• Develop and maintain a comprehensive knowledge base, FAQs, and other self-help resources to empower customers and support team members with accurate and up-to-date information. Proofread and make necessary changes to ensure consistency in Help Center articles

Minimum qualifications:

• Minimum 1 year of experience in B2B Customer Service
• Experience in fintech, payments, or the cryptocurrency industry is a strong plus
• Understanding of the structure and operation of financial services, trading, cryptocurrency and payment instruments
• Strong written communication skills for customer chats and internal documentation (HelpCenter, Confluence)
• Analytical mindset and ability to work with support data to identify recurring issues and improve processes or documentation
• Attention to detail, especially when handling financial or transactional queries
• Ability to explain technical concepts in simple language
• Ability to quickly grasp complex topics and process large amounts of information
• Sense of ownership, responsibility, and strong teamwork and communication skills
• Fluency in English and Russian

Benefits and perks:

• Remote work
• Work schedule: 5 days per week with rotating days off. (alternating morning and evening shifts)
• MacBook for work
• Flexible holiday schedule.
• Quarterly performance-based bonus (at the end of probation)
• Professional growth opportunities within the team and the opportunity to grow in any direction within the company.
• A small but awesome team of highly skilled professionals