Customer Success Advisor

April 22, 2024
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Job Description

We’re Trezor, a leading company in crypto security, that has pioneered the hardware wallet industry as inventors of the world’s first hardware wallet.

Founded in 2013 and still 100% self-owned, Trezor has a history of open-source contributions to the bitcoin ecosystem that have shaped security and self-custody within the crypto sphere. Over the past decade, we have proudly served more than a million satisfied customers in 150 countries 🌍.

You’ll guide customers to self-custody solutions by conducting 1-on-1 video sessions as well as handling support tickets. The aim is to make customers feel confident and supported in their journey.

Are you ready to be a part of a completely new product for our customers and empower them to securely take control of their digital assets by leading live video sessions? You will, of course, be taking a break from the sessions and have some silent time by handling support tickets and providing prompt and accurate solutions to customers’ technical issues ⚠️

👉 What will your duties be?

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

👉 What do we need from you?

  • Impeccable spoken and written English (C1 to C2)
  • Previous experience in a client-facing role or customer support (the fintech or cryptocurrency industry is a big advantage)
  • Experience in technology and internet navigation to assist customers with digital platforms, troubleshoot technical issues, and provide guidance on online resources
  • Excellent communication skills, mainly verbal (public speaking, leading seminars, teaching) but also written
  • Track record of resolving issues promptly and simplifying technical concepts
  • Ability to stay calm when guiding clients through digital asset management
  • Willingness to cover shifts, including weekends and night shifts
  • Eagerness to learn more about Bitcoin and crypto
  • Experience with hardware wallets is a bonus: Hands-on experience or familiarity with hardware wallets
  • Awesome if you’ve assisted customers remotely or virtually and built rapport in a remote setting
  • A plus if you’ve used a ticketing system like FreshDesk or Zendesk

👉 What will you get in return?

  • Unique opportunity to be a part of a brand that has revolutionized the crypto industry more than once
  • Possibility to receive part of your compensation in bitcoin
  • Possibility of working fully remotely (work desk at office available for use)
  • Budget for professional development (training programs, courses, and workshops of your choice)
  • Renovated offices in Prague (including gym, football table, billiards, PlayStation and a 3D printer)
  • Friendly work environment, regular company events and fun get-togethers
  • Other benefits such as a MultiSport card, company mobile phone tariff, snacks, yoga and fitness classes, etc.
  • Free on-site parking

👋 Sounds good? We want to hear from you: just submit your CV along with a cover letter. We’ll definitely get in touch with you as soon as we review your application, most likely within a week.

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