What youll be responsible for:
Youll be a part of a truly amazing team of people working directly with customers around the world, helping them to utilize the full potential of Circle while providing an outstanding customer experience with every interaction. Daily activities will include resolving general inquiries all the way through to troubleshooting complex technical issues within defined service levels and timescales. Youll work closely with peers and internal stakeholders on projects and initiatives designed to scale our 24/7 operation.
What you&aposll work on:
- Engage with customers to resolve issues that come through as support tickets to our team
- Craft well-written, tailored communications to help customers resolve their issues
- Partner with Partner Managers, Business Development, Compliance, Treasury, Product and Engineering to diagnose and solve problems
- Serve as a trusted advisor with an open, caring and approachable style of working
- Establish, document, and refine operational processes with a focus on continuous improvement and cross-training opportunities.
- Responsible for validating and completing escalation requests
- Involve in Incident Management to communicate customer impact
- Proactively identify opportunities to develop solutions that help the team achieve our goals
- Developing and maintaining operational processes through documentation updates and cross-training
- Provide coverage through 'on-call' shifts as needed to support our global support model
- Active participation and contribution to department OKRs
- Meet defined Service Level Agreements, Objectives and Key Results.
What youll bring to Circle:
- 2+ years of prior experience working in a fast paced global support team
- Have a talent for writing and a skill for communicating complex problems clearly
- You care deeply about the customer experience and strive to refine your skills everyday
- Youre a highly motivated and caring person who has a passion for learning
- A core principle of yours is sharing knowledge and helping people do their very best work
- You enjoy the challenge of solving open-ended problems in a timely manner
- Have a working knowledge of ticket support systems, such as Salesforce
- Experience working with AI assistant preferred
- Experience with data analytics tools for troubleshooting problems preferred
- Experience in financial services or payments businesses
- Experience mentoring other team members preferred
- Experience contributing to departmental processes and procedures
- Multilingual skills preferred due to working with stakeholders in the APAC region
- Experience/familiarity with Slack, Apple MacOS and GSuite.
- Availability to work on weekends and holidays as required.
