Bittrex, the leading blockchain technology provider and cryptocurrency exchange, is hiring a Senior Customer Support Analyst to lead our social media support team! We are seeking talented individuals that will help us push the boundaries of blockchain technology and drive innovation within the industry. If this sounds like you, we would love to have you join our rapidly growing team.
Bittrex considers social media a vital path for communication with customers. The Senior Customer Support Analyst will head our social media support program and be responsible for creating processes and training materials that streamline support over social channels. The ideal individual is a good leader capable of developing and managing a program as well as evolving it to meet changing customer needs. Candidate will align with leadership on goals for the program, then independently (or with little oversight) deliver against those goals.
Location: Bellevue preferred
Primary Job Responsibilities / Essential Functions:
Work alongside support leadership to develop the social media support program
Act as the main point of contact for partners
Employ existing workflows to respond professionally to customer concerns raised via social platforms
Develop new workflows and training materials for the team as business and customer needs evolve
Convey tone and messaging appropriate for social channels
Work both independently and with internal teams to resolve customer inquiries via social channels, as well as ticketing
Develop and track metrics related to our engagement including customer satisfaction
Other tasks as necessary
Basic Qualifications, skills, and abilities:
High School Diploma or equivalent
3+ years of customer support experience with focus on Social Media Platforms
Prior experience with social media management tools
Solid working knowledge of the Microsoft Office Suite
Excellent written and verbal communication
Ability to quickly learn and apply customer support best practices
Flexibility to monitor/communicate in social channels during “off” hours if necessary
Technical aptitude for navigating customer support environment and work independently with little oversight
Able to adhere to deadlines
Excellent judgment and decision making while working with incomplete or imperfect information
Strong time management and prioritization skills
Preferred Candidates will also have:
Prior customer support experience in Financial Services Industry
Passion for engaging with customers
Physical Demands & Work Environment:
Must be able to sit for extended periods at a computer workstation
Reasonable accommodations can be made to enable people with disabilities to perform the described essential functions
Can we add info in here regarding benefits, etc. to make the position more enticing?
Bittrex is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.