Work from Anywhere –
Customer Support Coordinator
Xapo is a global financial technology company built on bitcoin & blockchain with a mission to enable anyone, anywhere to take control of their money.
Founded in 2013 by International Entrepreneur Wences Casares (CEO) & Federico Murrone (COO), Xapo has made an unparalleled investment in security infrastructure, assembled a renowned advisory board, recruited a world class team, and raised $40M from top venture capital firms in Silicon Valley & the world.
Are you a self-starter who shares our passion for harnessing cutting-edge technologies to impact the lives of people globally? Do you dream of growing your career at a tech startup, while not sacrificing your work-life balance? Do you wish for a job that allows you to work from home, or anywhere else in the world that you need or want to be? Are you searching for a company that appreciates your individuality, and recognizes that we all have personal and family obligations outside of work? If so, Xapo may be the place for you!
Xapo employs a global, remote workforce in over fifty countries. We hire great people and in exchange we offer autonomy, flexibility, meaningful work, a collaborative team environment, and top tier compensation. Do the best work of your career at Xapo – and still have the time to enjoy all of life’s special moments!
We are seeking a Customer Support Coordinator to join our team. This full-time position is planned to be remote, meaning you can work from anywhere!
Why do we want you for this role?
You are proactive, resilient and equipped with a positive attitude. You find solutions where others do not. You are resourceful and do not settle. You are strategic and think big, but you’re not afraid to dig deep and work with details. You love learning new things.
Provide quality and efficient customer service to customers through the daily management of a team of Customer Support Representatives.
Coordinate team schedules ensuring that Xapo provides a 24/7 x 365 service to all customers.
Ensure that the workflow is equal among different members of the team delegating tasks accordingly.
Ensure the quality of the responses of the team overseeing day-to-day operations
Review and resolve escalations acting as the first point of contact with customers, addressing incoming customer inquiries and offering productive solutions that increase customer satisfaction.
Create a positive and collaborative working environment among the team.
Evaluate team members and monitor their performance.
Create reports based on metrics analysis in order to improve the efficiency of the team.
Train the Customer Service Representatives team on Salesforce.
Previous experience as a customer support coordinator or team lead. Ideally, experience with remote support, such as chat and email.
Must have previous experience with financial services, FinTech, E-Commerce or similar industries.
Knowledge of bitcoin is preferred, but not necessary.
Fluent English speaker is a must. Additional languages such as Spanish, Portuguese are a plus.
Excellent knowledge of Salesforce.
WHY WORK FOR XAPO?
Work remotely from anywhere in the world.
Collaborate, learn, and grow with a diverse, global team.
Achieve balance with our autonomous work culture and flexible hours.
Xapo is an Equal Opportunity Employer. We believe a team that represents a variety of backgrounds and perspectives is critical to our success as a global company. A diverse, inclusive workplace enables us to create products that best serve our customers all around the world. It is the foundation of Xapo.
We strongly encourage applications from women & minorities.
Administrative , Bilingual , Spanish , Customer Service