Customer Support Specialist- Americas

| Greater NYC Area

Overview

The role of the Customer Support Specialist- Americas is to assist our users during the allocated time zone via a number of channels - including but not limited to - our CRM (Freshdesk), the BitMEX Trollbox, Reddit and Telegram.

You will be required to continuously identify and evaluate customer needs in order to achieve the highest quality of customer satisfaction. You will be expected to monitor the community for any emerging issues and bring forward any feedback or proposals you come across.

This position is ideal for somebody who would enjoy being the face of the company, helping people and establishing/maintaining strong relationships with our customers.

About the Customer Support Team

We are a young, passionate and fast growing team with members all over the world delivering a 24/7/365 industry leading support experience. We are proud to work for BitMEX and of the standard we have set and hold ourselves to. We enjoy working together and helping each other to grow. There is a high level of independence involved in the role, but we are interdependent on each other in the sense that many hands make light work and we are all responsible for upholding the high standard that has been set and raising it even higher into the future.

Responsibilities

  • Respond to customer queries in a timely manner with the utmost professionalism and in accordance with company policies/guidelines
  • Monitor the BitMEX Trollbox, Telegram and other channels as required
  • Perform document checks as per standard procedures
  • Escalate enquiries when necessary
  • Work closely with various internal partners (including Founders, Engineers, Sales, Marketing, Control teams, IT) in different regions (Asia, Europe, America) when necessary
  • Assist in updating FAQ/Solutions documentation
  • Constantly look for ways to improve our customer service

Requirements

  • Experience and knowledge of cryptocoins, Blockchain and trading
  • Attention to detail with excellent communication skills and patience
  • Ability to troubleshoot and discover answers quickly and effectively
  • Enjoy helping people and being patient with customers
  • Capable of working under pressure
  • Cooperative with strong team spirit and a willingness to motivate your other colleagues on the Customer Support Team

Bonus

  • Technical background/understanding of the BitMEX API is a major plus
  • Available for immediate hire preferred
  • Previous experience in solving customer inquiries
  • Language skills including but not limited to Spanish and Portuguese.

Location

  • This role requires you to be seated in our New York or San Francisco office.
  • Remote work is acceptable for exceptional candidates
Read Full Job Description

Technology we use

  • Engineering
    • JavascriptLanguages
    • ReactLibraries
    • Node.jsFrameworks

Location

We are located in Midtown, a block from Grand Central Terminal.

An Insider's view of BitMEX

What’s the vibe like in the office?

Our New York office operates out of a bustling co-working space. Our main offices are in San Francisco and Hong Kong. We are looking for individuals to help us build upon our existing culture.

Cynthia

Marketing

What's the biggest problem your team is solving?

We are fiercely focused on being the largest exchange globally and redefining the future of finance.

Greg

Business Development

How does the company support your career growth?

Our generous $10,000 learning and development budget is used by our employees to attend conferences, classes, workshops and more. We pride ourselves on continuous education especially in the fast-moving world of cryptocurrency.
At BitMEX, we believe everyone should be a life-long learner.

Riley

People

What is your vision for the company?

At BitMEX, we want to create a brand of being thought leaders, of being correct, of educating, rather than just giving soundbites. I want BitMEX to be known as a brand where we support intellectual curiosity and intellectual honesty.

Arthur

CEO

What are BitMEX Perks + Benefits

BitMEX Benefits Overview

At BitMEX, we believe that people are our greatest asset. We are always working to improve our offerings to be as competitive and compelling as possible.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Some Meals Provided
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
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