Customer Support for Mobile

  • Customer Support
  • Remote job

Customer Support for Mobile

Job description

CUSTOMER SUPPORT REPRESENTATIVE - MOBILE

Overview

Xapo is a leading bitcoin wallet, and we have a mission to bring bitcoin to the everyday lives of people across the world.

Our business is growing fast, and we want to make sure we can keep providing the best quality support to our customers. We’re known for our fast responses to users, a positive attitude, and a real desire to find the best working solutions for the people who chose to use Xapo’s products and services.

 

Why do we want you for this role?

You are proactive, resilient and equipped with a positive attitude. You find solutions where other people don’t. You are resourceful and do not settle. You contribute to a high-quality customer support strategy, but you’re not afraid to dig deep and work with details. You love learning new things and you enjoy working REMOTELY.

 

Responsibilities:

  • Improve Overall Review Scores for Android and iOS app stores. Reply to users’ reviews in App Store and PlayStore in a timely, professional, and friendly manner. Offer solutions to problems and document their feedback.
  • Reply to all mobile-issue related tickets - Improve Review Scores. Reply to Mobile-App related Intercom tickets received directly from users, forwarded from Customer Support Agents or from other Departments.
  • Report Bugs to Dev Team - Report Bug Fixes to Users and CS. Understand, investigate, replicate and liaise errors, bugs, feature requests with the Development Team. Communicate bug-fixes to users and Customer Support.
  • Analyze User Trends in Reviews. Use app review metrics to promote data-driven analysis of user trends and feedback.

Most of the questions you will have to answer are included here http://support.xapo.com/

Experience:

Two years of customer-facing support experience a must.  Experience in replying to app reviews for iPhone and Android platforms, familiarity with mobile and app review data analysis and metrics software. Familiarity with mobile app development and/or programming languages highly preferred. Remote work experience is a plus.

 

Requirements

Requirements/Skills:

  • Ability to prioritize tasks and meet strict deadlines in multiple workflows.

  • Attention to detail.

  • Empathetic-first approach to Customer Support.

  • Problem-solving junkie.

  • Team player.

  • Strong communication skills. You like talking to in-house engineers, developers, accountants, risk managers, etc, AND with customers from all walks of life, from all over the world. All of them experiencing a wide range of moods and problems you will help them solve.

  • Ability to Single-task your way through a daily to-do list.

  • Self-starter and goal-oriented.

  • Organization guru.

  • English fluency required. Spanish, Portuguese, Russian a plus.

 

Some of the best Perks of working for Xapo:

  • Attractive compensation.
  • Great remote-work environment.
  • Fully remote job.