Job Description:

Responsibilities:

Direct Customer Engagement: Take an active, hands-on approach to customer communication, personally responding to inquiries, feedback, and reviews across all channels, including emails, social media, community forums, and particularly app stores. Your direct responses will not only resolve issues but also build trust and loyalty among our customer base.
Voice of the Customer: Champion the customer's voice ensuring that feedback gathered from direct interactions is clearly communicated and acted upon.
Automation and Efficiency: Implement and optimize AI-driven tools and other technologies to streamline routine support tasks, aiming for faster and more effective resolutions to customer inquiries.
Multi-Channel Support Management: Oversee a cohesive and integrated customer support strategy across various platforms to ensure a seamless and high-quality customer experience.
Knowledge Base and FAQ Enrichment: Regularly update our knowledge ensuring that our self-help tools are accurate, comprehensive, and effective.
Cross-Functional Collaboration: inform and influence product development, feature prioritization, and issue resolution, ensuring a customer-centric approach in all product decisions.

Skills and Competencies:

Exceptional Direct Communication Skills: Demonstrated ability to engage directly with customers across multiple channels, providing empathetic, clear, and effective responses to inquiries, feedback, and reviews. Your communication skills bridge the gap between our customers and our product, making you the face and voice of our clients brand.
Advanced Technical Proficiency and Tool Use: Experience with customer support platforms (e.g., Zendesk, Salesforce), feedback management on digital platforms (e.g., Google Play Store, Apple App Store), and agile collaboration tools (e.g., JIRA, Confluence) to ensure efficient operation and continuous improvement of the support function.

Qualifications:

A relevant diploma or associate degree in Business Administration, Communication, or a related field. While a Bachelors degree is advantageous, we highly value practical experience and specific skills in our candidates.
A minimum of 5 years of experience in customer support, with a focus on digital or tech products. Experience in a leadership role is a plus.
Demonstrated proficiency in using customer support technologies, including experience with CRM platforms (e.g., Zendesk, Salesforce) and familiarity with managing feedback on digital platforms (e.g., Google Play Store, Apple App Store).
Solid understanding of agile methodologies and experience with collaboration tools such as JIRA and Confluence, showcasing the ability to work effectively in a dynamic and fast-paced environment.
Fluency in English is a must (written and spoken)
Web3 / Blockchain experience is a ++

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