Customer Support Specialist - Remote Position

About the Role

We are seeking a Customer Support Specialist to join our globally distributed team at Chainalysis. In this Customer Support Specialist remote role, you will empower our customers daily, helping to enhance product engagement and reduce churn. Your contribution will be vital in establishing our service as a differentiator in the market, earning us a reputation for excellence.

What You'll Do

• Provide best-in-class first-line customer support to our global customer base, focusing on regional timezone coverage.
• Respond to customer inquiries regarding the Chainalysis platform via email, chat, and phone, ensuring satisfactory solutions.
• Build a close-to-expert understanding of our products and services to effectively assist customers.
• Partner with Customer Success, Sales, and Engineering teams to identify and resolve product issues.
• Engage proactively with various customer profiles, switching seamlessly between reactive and proactive support.
• Answer advanced product usage and technical questions across our product suite.
• Support process improvements by collaborating with senior support team members.

Requirements

• Technical support experience with software products, understanding RESTful APIs, SaaS, and On-Premises solutions.
• Experience with Zendesk or similar customer support platforms is a plus.
• High attention to detail and ability to manage competing tasks in a fast-paced environment.
• Emotional intelligence and empathy to understand customer needs effectively.
• Excellent written and verbal communication skills in English and Hebrew.
• Technical curiosity with the ability to simplify complex technical terms.
• A desire to build a career in the Web3, blockchain, and crypto space.

Nice to Have

• Experience in a Customer Experience organization.
• Familiarity with the blockchain ecosystem.
• Previous roles in customer support or technical support.

What We Offer

• Competitive salary and benefits package.
• Remote work flexibility.
• Opportunities for career advancement within the Customer Experience organization.
• A diverse and inclusive work environment.
• Support for your professional development and learning.