Job Details
**Customer Experience Associate, Service**
at Voyager Digital Remote Voyager is a Publicly traded company listed on the Toronto Stock Exchange (VOYG), OTC Markets (VYGVF) and the Frankfurt Exchange (UCD2). Voyager is the global leader in agency cryptocurrency brokerage. At Voyager we are building the financial services firm of the future that will be used by millions of users globally to easily access trade, invest and earn in the cryptocurrency markets.
We are a team of finance and technology industry veterans dedicated to empowering and servicing investors in one of the most exciting asset classes to date - crypto. Our founders stem from reputable finance and technology organizations like E*TRADE, Uber, TradeIt, Lightspeed Financial and more.
The Voyager team includes employees with diverse backgrounds and skills. Our culture has quickly grown into one that promotes collaboration, transparency, and entrepreneurialism.
To learn more about Voyager please visit us at .
We are changing the world and love what we do so if you want to work at a fast paced, exciting environment please apply.
****About the Role:****
Voyager is seeking a Customer Experience (CX) Associate, Service to assist customers using our core products and services.
This role will support new and established customers using our app, answer general questions, and provide service to existing and future accounts with a focus on resolving issues and responding to inquiries brought to Voyager by is current and potential customers.
To be successful in this role, you must be an advocate for our customers, striving to provide a positive and personal experience throughout each interaction. In addition, you must also be able to identify situations that require additional support and feel comfortable escalating difficult or complex situations to your team lead and/or supervisor. You will also have the opportunity to learn a lot about startups, cryptocurrency, mobile app development, and much more!
This role interacts with other associates, Team Leads, Supervisors and Management. The role will report up through a CX Supervisor, Service.
****Responsibilities:****
* Categorize customer tickets according to established guidelines
* Utilize knowledge-bases, workflows, and canned responses to answer customer inquiries
* Follow communication procedures, guidelines and policies
* Create professional, cogent, and personal written responses to customer tickets
* Meet individual metrics for ticket volume, quality, and customer satisfaction
* Respond to customer tickets via multiple channels including e-mail, Slack and social media platforms
* Identify customer needs and assist in their use of specific features
* Update Customer Relationship Management (CRM) systems with account specific information and pertinent customer interactions
* Report feedback raised by customers, including bugs and features
* Inform customers about new features and functionality
* Follow up with customers to ensure resolution of issues
****Qualifications:****
* Motivated by Voyagers vision, that crypto assets are the future of finance and investing
* 1+ years experience in customer service or operations; financial customer experience a plus
* Experience using customer service platforms including reporting and navigating a plus
* Excellent written and verbal communicator with superior problem-solving skills
* Attention to detail and critical thinking needed
* Committed to timely and accurate work
* Familiarity with cryptocurrency and mobile apps a plus
* Ability to multitask and prioritize in a fast-moving environment
* Ability to asses issue severity and escalate in a timely manner
* Ability to work independently
* Friendly, empathetic and patient
* Knowledgeable regarding Google apps, blockchain technology and cryptocurrency a plus
* Seeking an exciting opportunity in crypto
**What we offer**
* Competitive Salary
* Employee Benefits including healthcare (medical, dental, vision) and 401k
* Stock Options
* Unlimited PTO
Voyager is headquartered in New York City with satellite offices in New Jersey, California, Toronto and Bordeaux.
Please contact us via the button below or at ...@investvoyager.com with your resume and a brief explanation as to why you would like to join the Voyager team.
*Please note that during COVID-19 we are working remotely.
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As set forth in Voyager Digitals Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.
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