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We are looking for a Customer Experience Executive to provide exceptional support to clients of our crypto exchange and help build the structure of our customer support operations. This is a temporary 3-month role with potential extension up to 1 year. The position reports to the Head of Marketing in Brazil.
Key Responsibilities
- Deliver timely and high-quality support to clients via Zendesk and other support channels.
- Assist clients during onboarding, ensuring smooth adoption of the exchange platform.
- Troubleshoot and resolve client issues efficiently while maintaining a positive experience.
- Establish and document CS processes and workflows, laying the foundation for a scalable support team.
- Monitor customer metrics, including churn, NPS, product adoption, and LTV, and provide actionable insights.
- Escalate critical issues to Product, Marketing, and CRM teams and collaborate on solutions.
- Generate reports and updates for the Head of Marketing in Brazil.
- Share knowledge and best practices with team members and conduct internal training.
Qualifications
- Solid experience in Customer Service or Support roles, ideally in fintech, crypto, exchanges, or digital assets.
- Experience using Zendesk or similar platforms such as Intercom or Freshdesk.
- Fluent in Portuguese and English; Spanish is a plus.
- Proactive, results-oriented, and able to work independently.
- Able to follow instructions and collaborate effectively with colleagues.
- Committed to going beyond basic responsibilities to ensure customer satisfaction.
- Flexible to work across global time zones, including collaboration with Asia.
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