Customer Care Advisor

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Circle

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💳 Fintech

₿ Crypto

🌐 Web 3

Fintech • Crypto • Web 3

Circle is a financial technology company that focuses on utilizing blockchain technology to enable seamless, faster and secure transactions. Their main product, USDC, is a stablecoin designed to provide stability by being fully reserved and redeemable 1:1 for US dollars, and is widely used in global transactions to facilitate cross-border payments, crypto capital markets, and global dollar access. Circle offers an open developer platform that allows businesses to integrate blockchain functionalities such as programmable wallets and smart contracts into their applications. The company is committed to transparency and publishes regular reports on their reserve holdings.

📋 Description

• Engage with customers to resolve issues that come through as support tickets to our team • Craft well-written, tailored communications to help customers resolve their issues • Partner with Partner Managers, Business Development, Compliance, Treasury, Product and Engineering to diagnose and solve problems • Serve as a trusted advisor with an open, caring and approachable style of working • Establish, document, and refine operational processes with a focus on continuous improvement and cross-training opportunities. • Responsible for validating and completing escalation requests • Handle customer calls for escalation requests • Involve in Incident Management to triage and communicate customer impact • Proactively identify opportunities to develop solutions that help the team achieve our goals • Developing and maintaining operational processes through documentation updates and cross-training • Provide coverage through 'on-call' shifts as needed to support our global support model • Active participation and contribution to department OKRs • Meet defined Service Level Agreements, Objectives and Key Results.

🎯 Requirements

• More than 3 years of prior experience working in a fast paced global support team • Have a talent for writing and a skill for communicating complex problems clearly • Care deeply about the customer experience and strive to refine your skills everyday • Highly motivated and caring person who has a passion for learning • Enjoy the challenge of solving open-ended problems in a timely manner • Working knowledge of ticket support systems, such as Salesforce • Familiarity with generative AI models (ChatGPT, Gemini, etc.) and prompt development. • Experience with data analytics tools for troubleshooting problems preferred • Experience in financial services or payments businesses • Experience contributing to departmental processes and procedures • Highly articulate with the ability to manage customer friction during live calls; multilingual skills preferred for the APAC region • Experience/familiarity with using Salesforce, Slack, Apple MacOS and GSuite. • Availability to work on weekends and holidays as required.

🏖️ Benefits

• Circle is committed to visibility and stability in everything we do. • Flexible work environment where new ideas are encouraged and everyone is a stakeholder. • Inclusive financial future, with transparency at our core.