Customer Experience Analyst

eToro (Europe) Ltd.; New York (NY); On-site; USD 50,000 - 80,000; Full time

Job summary

An innovative platform is seeking a US Customer Experience Analyst to enhance support for U.S. users across various trading options like equities, options, and crypto. This role involves delivering exceptional service, gathering insights, and collaborating with cross-functional teams to improve overall customer satisfaction. The ideal candidate will be a confident communicator with a passion for customer service, ready to make a significant impact in a rapidly growing environment. Join a dynamic team that values collaboration and continuous improvement in customer support initiatives.

Qualifications

• Experience in customer support roles, preferably in finance or tech.
• Strong understanding of equities, options, and cryptocurrencies.

Responsibilities

• Deliver exceptional service to US clients via chat, phone, and email.
• Provide insights on issues and trends affecting customer experience.
• Collaborate with teams to improve customer satisfaction.

Skills

Customer Service

Communication Skills

Problem Solving

Collaboration

Education

Bachelor's Degree

Tools

CRM Software

Job description

eToro is the trading and investing platform that empowers users to invest, share, and learn. Founded in 2007, it aims to create a world where everyone can trade and invest simply and transparently. The platform fosters collaboration and investor education, allowing users to view portfolios, share insights, and discuss strategies. With over 38 million registered users across 75 countries and available in 20 languages, eToro is a rapidly growing business with more than 1,500 employees in 13 offices worldwide. More about eToro can be found here.

Position Overview:

Join eToro as a US Customer Experience Analyst, supporting the Customer Experience Team Lead to enhance support for U.S. users across equities, options, and crypto. We seek a confident communicator to provide top-tier assistance, gather insights, and help improve our customer support initiatives.

What you will be doing?

• Deliver exceptional service to US clients via chat, phone, and email, maintaining high customer support standards.
• Represent the company and its products, exemplifying excellence in every interaction.
• Provide insights on issues, trends, and bugs affecting customer experience.
• Collaborate with cross-functional teams to improve customer satisfaction and operational efficiency.
• Understand workflows, policies, and tools to deliver comprehensive support.
• Assist in documenting updates to processes, training materials, and flowcharts for continuous improvement.