Customer Experience Specialist

November 23

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GigaStar

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GigaStar empowers YouTube Creators with access to crowdfunding and provides Investors with unique revenue-sharing assets in the Creator Economy through a vibrant marketplace.

11 - 50 employees

Founded 2022

💰 $4.8M Seed Round on 2023-03

📋 Description

• Deliver an exceptional customer experience to GigaStar customers via phone and email • Escalate/resolve software inquiries by partnering with internal departments and customers to provide timely and effective resolution to questions and issues. • Operate with GDPR and regulatory compliance, data security, and cybersecurity in mind • Use metrics and data-driven decision-making to arrive at correct tactical decisions and process improvement • Assist in exploring additional support tools, including chatbots, AI, etc. • Assist with day-to-day operations for all GigaStar products and services. • Identify technical and strategic opportunities for improvement in our quality of work and influence change by identifying root causes and implementing scalable solutions • Identify potential challenges and blockers for customers and help proactively solve them • Help lead account reviews and surveys to ensure high levels of customer satisfaction • Drive continuous product improvement by acting as a liaison between customers and product teams, surfacing stories and data to help improve the product and customer experience

🎯 Requirements

• 2+ years of experience in a fast-paced SaaS support role for financial or fintech services • Have an active Series 7 License, or be willing to obtain it within 3 months of hire. • Excellent written and verbal English communication skills. • Experience using ticketing software, such as ZenDesk, HubSpot for Service, LiveAgent, Intercom, etc. • Knowledge of crypto fundamentals, including wallets, transfer of assets, etc. • Strong administrative and compliance acumen, strategic thinking, and operational rigor • Ability to work cross-functionally with various teams • Track record of multi-tasking customer needs and prioritizing efficiently • Highly motivated and personable self-starter with 100% exceptional attention to detail • Be able to adapt and exercise regulatory-compliant responses to solve technical issues as well as explain potentially user-generated errors. • Ownership mentality and entrepreneurial drive • High EQ and empathy with a passion for customer success and bottom-line impact • Team player who possesses a desire and ability to work in a fast-paced, goal-oriented early-stage start-up with massive potential!

🏖️ Benefits

• Generous stock options • Excellent benefits package, including Blue Cross Blue Shield Medical/Dental • 100% company-paid life insurance benefits • ST/LT disability • 401K • Paid Parental Leave • Employee Assistance Programs, including access to work/life specialists, life planning consultants, and sessions with a licensed professional counselor through Tava Health • Tuition reimbursement program • Monthly wellness stipend • Laptop / required accessories for your remote work setup • Diverse and multicultural work environment • Engaged team culture with monthly teamwide activities • Flexible paid time off, including vacations and holidays