Support Agent B2B

YOU will assist business customers by providing information and finding solutions. You will explain complex product details in clear terms and act as an expert to meet KPI metrics. You will collaborate with internal teams to address issues and provide effective solutions. You will create feature requests and pain points based on customer interactions, and develop and maintain a comprehensive knowledge base, FAQs, and other self-help resources to empower users.

Responsibilities

• Provide information support to business customers and find solutions
• Explain complex topics in simple language without distorting the essence
• Become an expert in the product and meet KPI metrics
• Collaborate with internal teams including development and product teams to address complex customer issues and provide effective solutions
• Comply with Customer Success principles; create feature requests and pain points based on interactions with our business customers
• Develop and maintain a comprehensive knowledge base, FAQs, and other self-help resources to empower customers and support team members with accurate and up-to-date information

Requirements

• Minimum 1 year of experience in B2B Customer Service
• Strong written communication skills for customer chats and internal documentation (HelpCenter, Confluence)
• Understanding of the structure and operation of financial services, trading, cryptocurrency and payment instruments
• Analytical mindset and ability to work with support data to identify recurring issues and improve processes or documentation
• Attention to detail, especially when handling financial or transactional queries
• Ability to explain technical concepts in simple language
• Ability to quickly grasp complex topics and process large amounts of information
• Sense of ownership, responsibility, and strong teamwork and communication skills
• Fluency in English and Russian

Benefits

• Remote work
• MacBook for work
• Flexible holiday schedule
• Quarterly performance-based bonus (at the end of probation)
• Professional growth opportunities within the team and the opportunity to grow in any direction within the company
• A small but awesome team of highly skilled professionals