Customer Service Representative, Crypto Wallet
Customer Service Representative, Crypto Wallet, Lisbon
Client:
Block
Labs
Location:
Lisbon, Portugal
Job Category:
Other
EU work permit required:
Yes
Job Reference:
1427a1db91b2
Job Views:
6
Posted:
08. 02. 2025
Job Description:
Department: User Experience
Location: UK or Europe, Remote
About Block Labs
Block Labs is a leading force in the Web3 space, incubating, investing in, and accelerating
- tier fintech, crypto, and i
Gaming projects. With a mission to shape the future of decentralized technology, we partner with visionary startups to raise funding, refine
- market fit, and grow their audiences. Our diverse team drives innovation, using deep industry expertise and an extensive network to empower the next wave of
- driven companies. At Block Labs, we’re passionate about turning bold ideas into breakthrough success.
About The Role
As an integral part of our growing Customer Service team, you will be responsible for helping our users have a better, more successful experience with our app. Your role will involve responding to customer support tickets and collaborating with internal teams to enhance, update, and curate our knowledge base. We are focused on elevating our success rate in the first response, and this individual will play a key role in ensuring that users have access to
-
- date and relevant information.
Key Responsibilities
- Improve our Customer Service Function: Refine our customer service processes, workflows, and identify our user segments and their motivation to engage with our product offering.
- Customer Engagement: Continue to build a knowledge bank for frequently asked questions, liaising with our content and product team to publish educational content about our products. Drive automation across the Customer Service function to minimize our response time and resolve issues promptly.
- Analytics and Reporting: Maintain reporting via Intercom to keep the business up to date on the variety and quantity of customer support issues.
- Feedback and Improvement: Collect and analyze user feedback to identify areas for improvement. Collaborate with
- functional teams to enhance product features and usability. - Ensure a seamless and positive experience: for users as they navigate our products.
Our Ideal Profile
- Experience in Customer Service within a crypto environment would be beneficial.
- Exposure within a
- paced B2C product with a large customer base.
About You
- Proven experience in Customer Service, preferably within the crypto or fintech industry.
- Experience using Intercom would be an asset.
- Understand best practices in dealing with tens of thousands of customers.
- Excellent communication and interpersonal skills with a
- centric mindset. - Experience working with data to understand trends and formulate action plans.
- Strong knowledge of blockchain technology or cryptocurrencies.
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