Customer Support Lead

Pundi X

About the job

Pundi X is a blockchain-based fintech company with a mission to make blockchain technology accessible to everyone. We operate globally in 7 different countries. All of our team members are technology focused with a broad spectrum of expertise from coding to finance and from marketing to legal and regulatory. Our products have been shipped to over 30 countries including Argentina, Brazil, El Salvador, South Korea, Turkey, Taiwan, Uganda, the USA and more. We have grown from 15 people in 2017 to nearly 100 in 2022.

We are proud to be a community-driven project and we have a very strong and engaged community across social media platforms. We are honored to be listed among the top 50 most intriguing emerging Fintech companies by KPMG in 2018. Pundi X headquarters operates in compliance with Singaporeโ€™s Payment Services Act and the Regulations of the Monetary Authority of Singapore. Pundi X has been granted an exemption from holding a license under that Act for our specific payment services while our license application is under review. Pundi X is a founding member of Asosiasi Blockchain Indonesia and also active in other blockchain associations globally.

We are looking for people to join our team who are passionate, result-driven professionals and willing to learn and grow with the company. Pundi X offers a fast-paced, innovative environment where you will be provided the tools, resources and outstanding leadership to promote cryptocurrency adoption and blockchain-based services. Join us and take your career to the next level!

What You'll Do

  • Oversee all aspects of customer support, including but not limited to user troubleshooting and community FAQs, to maintain a high level of customer happiness
  • Work closely with the development team to keep updated on site performance changes and modifications, in order to accurately communicate troubleshooting matters and to prevent further customer issues
  • Work closely with the marketing team to stay aligned on the companyโ€™s branding and communication, including visual elements and tone of voice
  • Create scripts and responses to all email or social media enquiries, improving workflow where necessary
  • Develop solutions and protocols to address and prevent reoccurring issues
  • Evaluate important metrics and prepare accurate monthly reports on our customer health and success, and suggest feasible improvements

What you'll need

  • 1-2 years of relevant experience in customer and community support with proven ability to maintain and grow a brandโ€™s customer success
  • Proficiency in best practices and engagement with major social media platforms including, but not limited to, Twitter, Discord, Reddit, YouTube and TikTok
  • Ability to organize thoughts and ideas in a coherent manner and articulate them succinctly
  • Ability to excel with limited resources and simultaneous responsibilities
  • Ability to build strong working relationships quickly
  • Excellent command of the English language
  • Knowledge of the blockchain, finance and/or tech industries is a plus

Please send your CV entitled โ€œCustomer Service Leadโ€ to [email protected] Join us!

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