Job Description
We are seeking a dedicated Customer Support Specialist to join our team. This role involves providing exceptional customer service across multiple channels, addressing user inquiries, and contributing to product improvement initiatives.
Key Responsibilities
- Handle user inquiries, complaints, and feedback through various channels including social media, work orders, and emails
- Provide professional and timely customer support to ensure user satisfaction
- Answer basic questions regarding product usage, account security, and on-chain operations
- Assist users with common technical issues and troubleshooting
- Document and report user needs and issues to drive product experience optimization
- Maintain positive community atmosphere and guide users to follow community guidelines
- Monitor and handle unexpected public opinion situations
- Assist in developing customer service SOPs and creating documentation for common issues
- Contribute to team efficiency improvements through process optimization
Additional Requirements
The ideal candidate should possess strong communication skills, patience in handling user concerns, and the ability to work in a fast-paced environment. Experience in customer service or community management is preferred. This position offers opportunities to grow within the customer support field while making meaningful contributions to our product development through user feedback.
