BF Support Representative

Skills

About the Role

You will provide day-to-day support to investors and clients in the Bitcoin and crypto space. You will investigate and resolve account and technical issues, update KYC and 2FA details, communicate outcomes to stakeholders, reconcile billing and balance discrepancies, and prepare resolutions in consultation with management. You will attend regular investor relations calls and perform cross-departmental tasks as required.

Requirements

• Minimum of 5+ years of experience in customer service or communications (open to candidates with less experience who demonstrate strong passion for AI, Bitcoin, and crypto)
• High school diploma or equivalent; degree in business, marketing, media, or legal studies desirable but not essential
• Exceptional interpersonal and communication skills with superior written and spoken English
• Excellent attention to detail and copywriting skills for crafting templates and responses
• Strong interest in AI and emerging technologies and knowledge of the crypto investment ecosystem
• Ability to understand or quickly acquire knowledge of compliance and legal matters in crypto finance and investment
• Project management experience and ability to meet deadlines across departments
• Proficient with computers, Google Docs, web browsers (Google, Safari), search tools, social media, and mobile devices
• Smartphone proficiency for using applications such as Telegram, Slack, and Zoom
• High awareness of work-related security and privacy issues, including device security and confidentiality

Responsibilities

• Investigate and resolve investors' and clients' issues and maintain detailed records of communications and actions taken
• Attend weekly investor relations calls with management
• Compare investment amounts with received share amounts and prepare resolutions with management
• Confirm and resolve 2FA inquiries, update KYC details, and cancel accounts as necessary
• Communicate investigation results and planned updates to investors and clients
• Assess validity of complaints and determine possible causes
• Refer unresolved grievances to designated departments for further investigation
• Resolve financial balance discrepancies, billing issues, and adjust charges or fees on accounts
• Review investment terms, contracts, and terms and conditions to determine coverage of particular losses
• Perform duties in other departments as required to support overall operations

Benefits

• Remote work (work from home)
• Cloud-based applications provided by employer