HOLD is looking for an experienced and passionate Customer Support Representative to be a champion for HOLD’s customers. This person will collaborate with the Customer Support Team Lead based in Porto, Portugal to implement end-to-end processes and tools needed to deliver an exceptional customer experience.
The role will be based in Malta with the office location to be determined, but likely St Julians/Sliema/Swieqi area. Therefore, initially, this will be a remote position (work from home), with a transition to a new office space after approximately 3 months.
WHAT YOU WILL NEED
WHAT YOU WILL BE DOING
Representing HOLD and our values at all times
Assist with implementing best practice customer support processes and procedures
Assist with optimising the configuration of Intercom, HOLD’s customer support tool including Inbox, Messages & Articles
Act on customer feedback to continually improve the customer experience
Analyse customer data to make informed decisions
Proactively contact customers to get ahead of issues
Work collaboratively with other teams to deliver a cohesive and consistent all-round great customer experience. This includes working with Product & Development, Marketing, Compliance and Payment Operations.
THE SKILLS AND EXPERIENCE YOU NEED
At least 2 years experience:
Delivering customer support within a B2C business
Using in-app chat, email and self-service help centres to deliver scalable customer support
Other skills and experience:
Experience using, configuring and optimising the use of Intercom (including Inbox, Messages and Articles) to deliver customer support
Experience with or knowledge of cryptocurrency or finance or financial technology space
Chief Operations Officer
Flexible working hours