Customer Experience Representative

Job Summary

To support a growing customer base, the full-time Customer Experience Representative will manage customer inquiries and escalations during peak hours remotely, ensuring high-quality service and effective issue resolution.

Key responsibilities

• Own customer experience coverage across the ticketing system and monitor community and social channels during shifts
• Handle complex and escalated tickets, including market resolution disputes and account access issues
• Draft macros and response templates for recurring issues while maintaining compliance with approved customer language guidelines

Required qualifications

• 2-4 years of experience in customer experience or support, preferably within fintech, crypto, or regulated platforms
• Weekend availability, with standard shifts from 12pm-8pm PT / 3pm-11pm ET
• Strong written communication skills adaptable to various situations
• Hands-on experience with CRM tools, including ticket triage and reporting
• Understanding of regulations applicable to U.S. platforms and customer communications