CoinJar is a global cryptocurrency exchange at the forefront of the digital currency revolution. We are dedicated to building innovative financial solutions and providing exceptional service to our users worldwide. Joining CoinJar means being part of a dynamic team committed to shaping the future of finance. We foster a collaborative and forward-thinking environment where your contributions directly impact our growth and success.

About the Position

Introduction

CoinJar, a leading global cryptocurrency exchange, is seeking a motivated and customer-centric Customer Support Representative to join our team in Ireland. This role is pivotal in delivering industry-leading support for our products, ensuring a positive experience for CoinJar customers. You will contribute to our mission of shaping the future of finance through innovative cryptocurrency solutions.

This is a full-time, remote position based in Ireland, requiring occasional office visits (maximum once a month for engagement days). The work schedule is a 4-day week (Saturday–Tuesday or Friday–Sunday) from 08:30–17:30.

Responsibilities

Provide exceptional customer support for CoinJar's innovative products, ensuring a positive experience for a diverse customer base.
Effectively resolve customer inquiries, issues, and complaints with a customer-centric focus and strong empathy.
Utilize customer support software and tools efficiently to manage ticket volumes and track interactions.
Communicate complex technical concepts clearly and concisely to non-technical users.
Adhere to strict attention to detail and accuracy in managing customer information.
Manage time effectively and prioritize tasks in a fast-paced environment with high inquiry volumes.
Adapt to new technologies and stay updated on industry developments and company products.
Collaborate with local and global teams under the guidance of the global Head of CS and the Irish CEO.

Requirements

Essential:
- Minimum 2 years of experience supporting users of a software/FinTech platform or as a Web3/crypto community manager.
- Proficiency in using customer support software and tools.
- Excellent written and verbal communication skills.
- Strong attention to detail and accuracy in handling customer information.
- Exceptional time management and organizational abilities.
- Robust problem-solving and troubleshooting skills.
- Ability to simplify complex technical concepts.
- Capability to thrive in a fast-paced environment with high inquiry volumes.
- Adaptability to learn new technologies and stay updated on industry developments.
- Must be authorized to work in Ireland.
- Must be able to work on Saturdays and Sundays; flexibility can be provided with changing weekdays.
Desirable:
- Basic understanding of cryptocurrency and blockchain technology.
- Experience using cryptocurrency exchanges or wallets.
- Familiarity with common cryptocurrency issues (e.g., fee sizes, transaction delays).
- KYC/AML experience.
- Knowledge of compliance and security protocols related to cryptocurrency.