Customer Support Specialist - Remote Position at Chainalysis

About the Role

We are looking for a Customer Support Specialist - Remote to join our globally distributed team at Chainalysis. In this role, you will empower our customers daily, helping to push forward our company’s goals of increasing product engagement and reducing customer churn. Your contribution will help us earn a reputation for unmatched excellence in the industry.

What You'll Do

• Provide best-in-class first-line customer support to our global customer base, focusing on regional timezone coverage.
• Work with customers via email, chat, and phone to support all technical and product issues and account administration work.
• Build a close-to-expert understanding of our products and services.
• Respond to customer inquiries regarding the Chainalysis platform and ensure satisfactory solutions.
• Partner with Customer Success, Sales, and Engineering to identify product issues and resolve them.
• Engage proactively with various customer profiles that make up our customer base.
• Answer advanced product usage and technical questions across our product suite.
• Support process improvements on all aspects of the support role.

Requirements

• Technical support experience working directly with software products, with an understanding of RESTful APIs, SaaS, and On-Premises software solutions.
• Experience working in Zendesk or an equivalent Customer Support platform is a plus.
• High attention to detail with the ability to manage competing tasks and set priorities in a fast-paced environment.
• Emotional intelligence and an empathetic approach to understanding customer needs.
• Technical curiosity and the ability to explain complex technical terms in easy-to-understand language.
• Excellent written and verbal communication skills in both English and Hebrew.
• A desire to build a career in the exciting Web3, blockchain, and crypto space.
• A passion for advancing your career in a Customer Experience organization.

Nice to Have

• Experience in the blockchain or crypto industry.
• Familiarity with customer engagement strategies.
• Knowledge of data analytics tools.

What We Offer

• Competitive salary and benefits package.
• Remote work flexibility with a supportive team environment.
• Opportunities for professional growth and development.
• Diversity and inclusion initiatives to ensure a welcoming workplace.
• Access to the latest tools and technologies in the blockchain space.