Customer Support Lead

Helio Fintech Ltd.; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

Join a forward-thinking company at the forefront of the crypto revolution! As a Customer Support Lead, you'll play a vital role in ensuring that users of the Helio platform receive unparalleled support. With a focus on problem-solving and customer satisfaction, you'll leverage your technical knowledge and leadership skills to enhance the user experience. This is an exciting opportunity to work in the evolving Web3 space, where your contributions will directly impact the growth and success of the platform. If you're passionate about blockchain technology and thrive in a dynamic environment, this role is perfect for you.

Benefits

Competitive Salary

Equity Stake

Flexible Work Environment

Qualifications

• 5+ years of direct customer support experience in technical teams.
• Strong familiarity with Web3 and crypto ecosystems.

Responsibilities

• Support customers to ensure a high standard of service excellence.
• Communicate effectively and solve problems proactively.

Skills

Technical Customer Support

Problem Solving

Leadership Skills

Communication Skills

Blockchain Knowledge

Web3 Technologies

Customer Satisfaction Metrics

Education

Experience in Web3/Crypto Ecosystems

5+ Years in Customer Support

Tools

Ticketing Systems

Job description

Our story

Blockchain is transforming online payments with faster, cheaper transactions by removing intermediaries like banks, creating new opportunities for online businesses to grow communities and boost sales.

Helio was founded with a simple mission: "Make crypto payments accessible to everyone." Today, Helio is a leading Web3 payments platform, supporting over 6,000 merchants and millions of buyers with seamless crypto checkout solutions. Anyone can easily set up a merchant account and accept instant payments in USDC and other digital assets for ecommerce, subscriptions, digital goods and more.

As decentralised wealth grows and the crypto economy surges past +$30b, Helio helps merchants connect with digital natives through seamless crypto checkout solutions and provides custom onchain trading and payment infrastructure for apps including Solana Pay plugin for Shopify; Magic Eden pre-sales, and DEX Screener’s token launchpad called Moonshot, amongst others.

Who’s behind Helio?

We're an experienced team of builders backed by leading VCs, Lightspeed Faction & Peak Capital. The founding team previously built, scaled and exited two B2B SaaS companies for a total of $600m.

Make sure to connect your crypto wallet at https://hel.io/ to spin up a payment. We only interview people who have tried our product and have a strong desire to make it better!

You will:

You will help support and assist customers of the Helio platform to ensure they have the best experience when they encounter any problems or issues that arise. You will use all your previous experiences, skills and initiative to ensure the customer is beyond happy when utilising our services - which is to a naturally high standard of support excellence, issue triage and problem solving. We want you to help support and improve a platform that is led by engineering excellence paired with pragmatic approaches to solving problems and delivering financial grade quality throughout our products and services.

Technical knowledge is required but we are a startup treading in uncharted territory so attitude is even more important. We’re looking for people that like uncertainty and want to figure out how to do things that haven’t been done before. You’re a true team player and inherently positive. Where others see problems, you see solutions.

You will have a passion for Web3 technologies including NFTs and all things blockchain.

You may be a fit for this role if you have:

• Leadership skills - we are growing and will want to expand this role through building a team to support you and our customers

• +5 years of direct customer support experience in technical customer support teams and be very familiar with operating in the Web3/crypto ecosystems

• Working with well known ticketing systems and support processes to drive customer satisfaction through KPIs and metrics

• Good blockchain support utilising BTC, EVM and Solana chains and debugging interactions across our systems

• Natural ability to communicate and problem solve, whilst being diligent and pragmatic in equal measure

• Experience working with all varieties of customers across the Web3 ecosystem - Fintech experience a plus

• Desire to build, maintain and improve support processes and anything you work on with a high level of ownership whilst interacting with all aspects of the Helio customer base and the internal team

• Above all this, we are looking for a customer support lead that want to do the best they can, learn, improve, grow, lead, help others and add value every single day for yourself, your teammates and for Helio

Benefits:

• Competitive salary

• Equity stake by joining the project at an early stage

• Flexible work environment and autonomy over how you work