Customer Success Specialist
We are looking for a Customer Success Specialist (US/remote).
As a Customer Success Specialist, you will be responsible for ensuring customer satisfaction and managing day-to-day customer requests via our ticket system (Zendesk) and social media channels (Discord, Twitter). You will be the main point of contact for customers, and will own customer problems until they are solved, escalating technical problems to the product team when necessary.
What you will do;
- Respond to day-to-day customer and community requests via Zendesk and social media channels.
- Own customer problems until they are solved, and escalate technical problems to the product team when necessary.
- Manage legal notices of copyright infringement and reporting of fraudulent activity on the platform.
- Report weekly and monthly activity through analytics and insights reports.
- Follow monthly and quarterly objectives based on data to improve customer satisfaction.
- Constantly improve processes in a fast-moving market and start-up environment.
Skills and Qualifications;
- Previous experience isn't a must, but ideally you have experience in a customer care, customer success, or account management role.
- Outstanding written and verbal skills in English.
- Knowledge of web3 culture and the NFT market.
- Deep care for customer experience.
- Zendesk experience is a plus.
Aggregated, community-centric, multichain NFT marketplace