About the company
We are Trezor. We invented the worldās first hardware wallet and created an entirely new industry. We set industry standards, including Passphrases, Shamir Backup and Recovery seeds. We value transparency with open-source hardware and software, and weāre dedicated to securing individual freedoms and privacy. We are a self-funded, independent innovator.
Job Summary
What will your duties be?
šProviding tailored onboarding sessions to customers through live video interactions šEducating and guiding customers on secure self-custody wallet setup, configuration and best security practices šHelping new customers understand bitcoin, self-custody and private key management šHandling customer support tickets for self-custody onboarding, troubleshooting, and general inquiries šProviding outstanding customer service by demonstrating politeness, promptness, and proactivity when resolving client issues and answering questions šDeveloping a deep understanding of clients and use it in collaboration with product, marketing, and operations teams šEscalating complex issues to the appropriate teams while ensuring effective communication and timely resolution
What makes you the perfect candidate?
šHaving impeccable spoken and written English (full proficiency, think C1 to C2) šPrevious experience in a client facing role or customer support, preferably in the fintech or cryptocurrency industry. šProficient in technology and internet navigation to assist customers with digital platforms, troubleshoot technical issues, and provide guidance on online resources šBitcoin and crypto fascinates you, really gets your heart beating and youāre always learning more about it šExcellent communication skills, mainly verbal (public speaking, leading seminars, teaching) but also written šA track record of resolving issues promptly and simplifying technical concepts šAbility to stay calm when guiding clients through digital asset management, even under pressure šA bonus would be having experience with Hardware Wallets: Hands-on experience or familiarity with hardware wallets šAwesome if youāve assisted customers remotely or virtually and build rapport in a remote setting šA plus if youāve used a ticketing system like FreshDesk or Zendesk