Customer Support Specialist (Bitkey)

We're building a bitcoin self-custody wallet for the next 100M bitcoin users. Bitkey is a self-custody wallet with three parts — a mobile app, hardware device, and set of recovery tools. We are solving two important customer problems that we think exist with the current bitcoin wallets on the market today: customers who hold their bitcoin on exchanges or custodial wallets don’t control the access to their bitcoin, which puts their money at risk if something goes wrong. And customers using today’s self-custody wallets rely on a complex multi-word password called a seed phrase — if they lose their wallet and their seed phrase, they lose access to their money. Bitkey is different. We’re building a safe, easy self-custody wallet for anyone to use. It has the convenience of an app, security of hardware, and recovery tools without the stress of a seed phrase — for peace of mind that if something goes wrong you can still recover your money. You can learn more about what we’re building through our newsletter here.Our goal is economic empowerment starting with bringing easy-to-use, reliable wallet that helps people around the world own and manage their bitcoin, rather than having to rely on tools and services that don’t work well together and are challenging to use for a wide global audience.  We want to make the future of money intuitive, and safe while helping customers build a better financial future. We're assembling a team experienced in an extremely wide range of disciplines, and we’re looking for a stand-out Customer Support (CS) Specialist to join our Customer Support team and help us build the future of money! As the first CS Specialist you will work with customers, answering their inquiries and providing them with a delightful customer experience. Given the early stage of this team, you’ll have plenty of opportunity to help build and shape the offering from the ground up. This role can be based anywhere remotely in the US, UK, Ireland, Spain, Portugal, among other countries, and reports into the Bitkey Sr. Customer Operations Lead in the SF Bay Area. If you prefer an office environment, we have team-members working in offices in New York, and London, and offices in other cities including St. Louis, Salt Lake City, Atlanta and other locations.Key Responsibilities:Respond to inbound customer inquiries – these may span from general product inquiries to more complex inquiries where an immediate answer is not available and may require further researchResearch and escalate customer inquiries where a response is not readily available, or that differs from the intended product experienceFollow up on open inquiries if an immediate response/solution is not possibleBecome an expert on Bitkey, how the product works especially in context of the fundamentals of bitcoin Demonstrate a passion for customer service, take ownership of the customer experience and deliver a comprehensive resolution that exceeds customer expectationsCommunicate clearly and effectively, a variety of information to internal teams and external customers with the ability to tailor your communication and style based on the audienceIdentify themes and trends in customer contacts and communicate it to the appropriate team to improve the customer and/or the agent experience; help us understand the severity and importance of issues impacting customers by using data when possible Improve the CS process and experience – Identify gaps in and suggest ways to improve CS tools, processes and documentation Perform a variety of special projects, such as write customer and agent facing content (through Zendesk Help Center), setup & manage agent workflows (within Zendesk), monitor KPIs, and build out tooling, to name a few. Remain focused and driven in a fast-paced, highly ambiguous environmentWork with customers and team members across the globe - a cultural awareness and excitement for learning about differences in customer expectations and communications norms are a must for this role. Willingness to work flexible hours as part of a rotating schedule, which includes a mix of weekends, mornings, evenings, overnight, and holidays