[Remote] Customer Support Specialist (2pm to 11pm GMT-3) (web3/blockchain/defi/crypto)
*** 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
- 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.
- 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
*** 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/.
Something looks off?