Customer Support Executive - Remote within the Canada (EST)

Cryptio; Toronto; Remote; CAD 50,000 - 75,000; Full time

Job summary

Cryptio, a leader in the crypto back-office sector, seeks a Customer Support Executive to join their team. This role offers a chance to thrive in a fast-paced environment, focusing on providing exceptional customer service and enhancing customer experience through feedback and problem-solving. Enjoy fully remote or hybrid options, generous holiday allowance, and competitive salary packages as you grow your career in the Web3 space.

Benefits

Fully remote or hybrid work options

25 days paid holiday plus bank holidays and birthday off

401K plan with 4% employer matching

Private health, dental, and vision insurance

Life insurance up to $100k

Reimbursements for gym classes

Apple MacBook Pro for work

Home office budget of $200

Training and development budget

Qualifications

• Extensive knowledge of the Web3 space required.
• Must demonstrate excellent communication skills and problem-solving abilities.
• Ability to work independently in a remote environment.

Responsibilities

• Provide timely customer support through Zendesk.
• Coordinate with internal teams to resolve issues efficiently.
• Gather and relay customer feedback to improve products.

Skills

Problem-Solving

Communication

Customer Engagement

Tools

Zendesk

Excel

Notion

Slack

Job description

Cryptio is an enterprise-grade crypto back-office platform that helps financial institutions, corporates, and crypto-native companies navigate the fragmented digital-asset landscape with confidence. We have raised $26m to date and are backed by tier-1 crypto and non-crypto investors such as Point Nine, 1kx, BlueYard, Tim Draper, Alven, and Ledger Cathay. Our clients include top institutions like Circle, Uniswap, and the Government of El Salvador.

We are addressing one of the biggest challenges in crypto today: building infrastructure to facilitate institutional adoption. We aim to lead in this space.

About the role

Cryptio is seeking an enthusiastic crypto-native graduate to join our Customer Operations team as a Customer Support Executive. This role offers a great opportunity to develop your career in a fast-paced startup environment.

You will be responsible for providing exceptional customer support via Zendesk, collaborating with internal teams to resolve issues, and sharing customer feedback to improve our product and services. Additionally, you will help build and improve processes, develop expertise in our product and market, and contribute to enhancing the overall customer experience.

Responsibilities

• Provide timely, top-tier customer support through Zendesk.
• Coordinate with internal stakeholders to resolve customer issues efficiently.
• Report product issues and communicate customer feedback in product discussions.
• Share feature requests and workarounds with the team.
• Gather and relay customer feedback to Product, Sales, and Marketing teams.
• Develop and implement new processes where needed.
• Become an expert in our product and market, serving as a problem solver within the company.
• Lead initiatives to improve customer experience and project delivery.

Requirements

• You are crypto-native with extensive knowledge of the Web3 space.
• You enjoy problem-solving and devising solutions.
• You are comfortable working remotely.
• You possess excellent communication skills and enjoy engaging directly with customers.
• You can multi-task, prioritize, and work independently.
• You demonstrate patience and empathy, especially in challenging situations.

Tools we use

• Excel
• Notion
• Slack

Benefits

• Fully remote or hybrid work options.
• 25 days paid holiday plus bank holidays and your birthday off.
• Annual leave increases with tenure.
• 401K plan with 4% employer matching.
• Private health, dental, and vision insurance via United Healthcare.
• Attractive parental leave policies.
• Life insurance up to $100k, paid by Cryptio.
• Reimbursements for gym classes or spa treatments.
• Apple MacBook Pro for your work device.
• Home office budget of $200.
• Training and development budget for your growth.