What you will be doing?

• Customer support: Support the team to provide an excellent and personalized experience to customer queries within the specified SLAs, following established SOPs.
• Issue Escalation: Proactively identify and escalate possible issues to superiors and communicate to all parties updates where necessary. Due diligence: Assess listing applications based on defined listing criteria to ensure meeting company standards and guidelines.
• Relationship management: Maintain positive relationships with existing customers, project teams, exchanges, and partners to establish yourself as a trusted advisor. Serve as peer support in CoinGecko communities on social platforms (Telegram, Discord, etc).
• Reporting: Assist in tracking, analyzing, and reporting on performance metrics to cross-functional teams. 
• Plugged-in: Stay up-to-date with the latest industry trends, tools, and methodologies to continuously improve the quality and effectiveness of operations initiatives.
• Team player: Assist in working closely with cross-functional teams to ensure customer requests are handled appropriately and in a timely manner. You are required to support any ad hoc tasks as required by the company.

What we look for in you?

• Proven track record: You have at least 3 years of work experience in finance, accounting, consulting, or customer support roles, preferably in the fintech industry or start-up environment.
• Operations skills: You have the foundational knowledge of multiple areas of the Operations functions – Customer Support, Curation, Due Diligence, Trend Analysis, Relationship Management, Presentation, etc.
• Cryptoassets knowledge: You have the foundational knowledge of Bitcoin, Ethereum, DeFi, and NFT. You have used Dapps, exchanges, and other web3-related products.
• CRM and blockchain analytics tools: You are proficient in using CRM and automation tools (e.g. Zendesk) and research tools such as Blockchain Explorers, DEX data aggregators, web analytics, etc. which is a plus.
• Industry knowledge: You possess a general understanding of Web3 and DeFi and are actively learning more about news trends in the Crypto, Web3, and DeFi industries.
• Product knowledge: You have a general understanding of CoinGecko’s products/services.
• Customer-oriented: You have a genuine passion for providing positive, timely, and professional customer experiences.
• Analytical & data-driven: You should be curious about data and able to tell stories using data.
• Operational excellence: You have a keen eye for detail and an exceptionally high bar for accuracy and quality. You also hold your peers to similar standards in their work.
• Strong opinions, loosely held: You are humble in embracing better ideas from others, eager to make things better, and open to challenges and possibilities.
• Project management: You take ownership of the projects by ensuring all deliverables and targets are met within the agreed timeline.
• Leadership: You are self-motivated and can work independently with minimal supervision after 6 months. You have a strong sense of self-leadership and are curious and creative in finding ways to improve existing projects and workflows.
• Problem-solving: You are passionate about solving problems faced by stakeholders together with strong empathy.
• People skills: You are fluent in written and spoken English. You have experience working with other individuals in a team towards achieving a common goal.
• Integrity: You demonstrate sound judgment and the ability to handle highly sensitive and private data.
• Breadth: You love delving into new technologies and ways of doing things.