Customer Support Representative

Job description

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.


Job requirements

WHAT YOU WILL NEED

  • Customer-obsessed and empathetic
  • Excellent interpersonal and communication skills
  • Self-starter and collaborative
  • Adaptable, passionate, energetic and driven
  • Ability to work under pressure and always remain calm
  • Able to work in a dynamic, fast-paced environment and deliver accurate and on-time deliverables
  • Highly analytical, organised and detail obsessed
  • Strong problem-solver

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:

  • Highly proficient in English, written and verbal
  • Highly proficient in at least 1 other language (German, French, Spanish), written and verbal

    Highly advantageous: 

    • 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

    REPORTS TO

    Chief Operations Officer

      THE BENEFITS

      • Competitive salary

      • Flexible working hours