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Trezor
Customer Success Advisor
atĀ Trezor
12 months ago | 1453 views | 16 applications

Customer Success Advisor

Full-time
Remote

About the company

We are Trezor. We invented the worldā€™s 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 weā€™re dedicated to securing individual freedoms and privacy. We are a self-funded, independent innovator.

Job Summary

What will your duties be?

šŸ“Providing tailored onboarding sessions to customers through live video interactions šŸ“Educating and guiding customers on secure self-custody wallet setup, configuration and best security practices šŸ“Helping new customers understand bitcoin, self-custody and private key management šŸ“Handling customer support tickets for self-custody onboarding, troubleshooting, and general inquiries šŸ“Providing outstanding customer service by demonstrating politeness, promptness, and proactivity when resolving client issues and answering questions šŸ“Developing a deep understanding of clients and use it in collaboration with product, marketing, and operations teams šŸ“Escalating complex issues to the appropriate teams while ensuring effective communication and timely resolution

What makes you the perfect candidate?

šŸ“Having impeccable spoken and written English (full proficiency, think C1 to C2) šŸ“Previous experience in a client facing role or customer support, preferably in the fintech or cryptocurrency industry. šŸ“Proficient in technology and internet navigation to assist customers with digital platforms, troubleshoot technical issues, and provide guidance on online resources šŸ“Bitcoin and crypto fascinates you, really gets your heart beating and youā€™re always learning more about it šŸ“Excellent communication skills, mainly verbal (public speaking, leading seminars, teaching) but also written šŸ“A track record of resolving issues promptly and simplifying technical concepts šŸ“Ability to stay calm when guiding clients through digital asset management, even under pressure šŸ“A bonus would be having experience with Hardware Wallets: Hands-on experience or familiarity with hardware wallets šŸ“Awesome if youā€™ve assisted customers remotely or virtually and build rapport in a remote setting šŸ“A plus if youā€™ve used a ticketing system like FreshDesk or Zendesk

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