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Senior Customer Support Agent



Customer Service
Masovian Voivodeship, Poland
Posted on Tuesday, May 21, 2024

Join the Web3 revolution at Ramp!

👋🏼 A few words about us

At Ramp, we provide a powerful fiat <> crypto toolkit that enables anyone - from established brands to blockchain pioneers - to easily onboard their next million users into Web3.
Bridging the gap between today's financial system and the emerging crypto economy is our lifelong mission. Driven by our vision, sense of community, and passion for excellence, we relentlessly work to make this dream come true and bring Web3 to the mainstream.
From day one, our founders have built a purpose-led organisation where a culture of high performance, receptive minds, and collaboration is at the core. If you’re looking to accelerate your career, grow at pace, and have a meaningful impact, you’ll find a home at Ramp. We have huge ambitions and want people to join us on our quest to become a world-leading Web3 organisation.

🙌🏼 What you will be doing

We’re seeking a Customer Care Agent (FTE) to provide best possible user experience for our clients. Someone who is excited by the possibilities of working on the intersection of FinTech and blockchain, and by possibility of growth within the area and within the team. Focused and deeply detail-oriented.

There is a expectation to do a few night shifts per month.

🧩 What you will be working on

  • Responding promptly and professionally to customer inquiries, questions, and complaints via various channels, including email, live chat, and social media platforms.
  • Providing accurate and detailed information about Ramp Network’s products, services, and platform functionalities.
  • Troubleshooting and resolving customer issues related to onboarding, transactions, and technical difficulties.
  • Collaborating with internal teams, including development and product teams, to address complex customer issues and provide effective solutions.
  • Proactively identifying patterns or trends in customer inquiries and provide feedback to improve product features and user experience.
  • Assisting in creating and updating customer support documentation, including FAQs, knowledge base articles, and user guides.
  • Contributing to the continuous improvement of customer support processes and workflows, including analysis and creating reports
  • Maximising customer satisfaction, and identifying areas for new / additional training or knowledge checks.
  • Maintaining a positive and empathetic attitude while working under pressure to ensure customer satisfaction and retention.

⚙️ Our toolkit:

  • Slack, Notion, Google Workspace, ClickUp
  • Intercom, internal CRM system

🤟🏻 What you will bring:

  • Experience in a customer support role of at least 1.5 years.
  • Strong interpersonal and communication skills, with the ability to effectively communicate technical concepts to both technical and non-technical individuals.
  • Excellent problem-solving and analytical skills, with a keen attention to detail.
  • Ability to work independently and as part of a team in a fast-paced and dynamic environment.
  • Proficiency in using customer support software and tools for ticket management and communication (i.e. Intercom).
  • Proven ability to multitask and prioritize workload effectively.
  • Patience, empathy, and a genuine passion for providing exceptional customer service.
  • Proactive approach to professional development, eagerness to embrace new challenges and learning opportunities.

🌟 Extra points for:

  • Familiarity with blockchain technology, cryptocurrencies, and decentralized finance.
  • Readiness and/or previous experience in mentoring and supporting other team members.

🤝 Our interview process

  • 30-minute Discovery Interview with a Talent Partner
  • Home-based task
  • 45 min Final Interview with the Head of Customer Support and CS Team Leader

🪄What’s in it for you?

💸 Competitive salary

  • Equity package: share in our success
  • Zero-fee crypto purchases via on-ramp!
  • 6500- 7200 PLN gross (contract of employment)

🩺 Health & wellbeing

  • Private medical care package
  • Gym pass for you and your partner
  • Dedicated time off for yearly health check-ups

🧠 Development & Growth

  • Self-development and conference budget
  • Language lessons
  • Internal workshops and activities supporting growth and mental health

🏢 Great working environment

  • Modern and comfy offices in Warsaw and Wroclaw, which has everything you'll need to excel and collaborate with your team
  • Hybrid working
  • The best laptops and kit to work on
  • Internal Tech meetups on-site & online

🍿 Socials

  • Lunch on us twice a week for you to connect your with fellow Rampers
  • Healthy snacks and beverages in the office daily
  • Team socials funded by us

💚 Our Culture

We are fueled by a strong sense of community, purpose, and the drive to build a sustainable business. Together, we nurture a culture of high performance, low egos, receptive minds, and collaboration. We provide space for ambition, trust and empowerment to allow you to be your best self.
Our culture has been founder-driven from the start, it is defined by our shared values and behaviors, which are distinctly Ramp and represent the organisation that we have built. This is our recipe for success that we all believe in…this is how we will win!

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