Operations Specialist (Customer Support)

You will:

• Support the on-boarding process for bitFlyer USA customers 
• Identify and escalate issues reported by customers
• Manage all levels of customer support within our queues
• Drive performance with CSAT and other KPIs
• Maintain user friendly and effective FAQ 
• Provide QA for our KYC and Onboarding process
• Manage and process daily banking actions (crypto and fiat)
• Work cross functionally with Marketing, Compliance, and Product teams
• Maintain and create new content within our procedure library 
• Master the inside and out of our product(s) and services 
• Support with new product launches
• Liaise with other teams across our local and global offices
• Support office management in collaboration with bitFlyer management
• Help customers get the most value out of the bitFlyer USA service

You are:

• A naturally strong written and verbal communicator
• Extremely driven and hardworking
• Excited at the opportunity to solve any problem 
• Adaptable and calm under pressure
• Metrics-driven and process focused

Experience:

• 2+ years experience in a customer facing position
• Strong analytical skills
• Ability to explain technical processes to non-technical clients
• Experience building and maintaining procedural and FAQ content
• Strong familiarity with Zendesk, Google Suite, Atlasssian products, and Office 365
• Familiarity with API documentation, understanding of Trade / Investment terminology
• Basic knowledge of Design Thinking Phases and/or Customer Experience Mapping

Bonus points:

• You’ve worked within a LEAN support team
• Experience working with a startup and/or global team
• Interest in Japanese culture and/or Japanese language skills
• Genuine interest in Blockchain Technology and Cryptocurrencies 
• Experience working with a financial institution
• Include a cover letter to help make your application even more memorable

What we offer:

• Competitive salaries and opportunity for growth
• Sponsored 401K account with Guideline
• “Virtual Team Lunches” for now, real ones when we are back in the office
• Annual budget for continued education
• Regular team building events
• Regular industry “meetup” happy hours
• Sponsored health benefits offered from Blue Shield and Kaiser
• “Start up” culture in a fast paced and exciting industry
• A convenient office location in San Francisco’s Financial District
• A small and tightly knit team of high performing professionals
• An opportunity to be a part of a global team with potential to travel internationally