Customer Experience Analyst, App Support Operations (EMEA)
About the Role
You will investigate, troubleshoot, and resolve customer issues across multiple channels including ticketing and social media. You will communicate empathetically with internal and external stakeholders, act as an escalation point for complex user issues, and work with product and engineering to resolve bugs and incidents. You will collaborate with BPO partners to resolve incidents and ensure quality, drive improvements to workflows policies and tools, track multiple projects, and use Zendesk or Salesforce and basic Excel/Sheets regularly. You must be able to work in a hybrid environment be available occasionally on weekends and travel up to 15%.
Requirements
- 3+ years of support analyst experience in a technology startup blockchain crypto or similar industry
- Excellent written and verbal communication skills
- Experience with Zendesk Salesforce or similar CRM platforms
- Organizational skills and ability to track multiple projects
- Basic Excel and Google Sheets skills
- Ability to work in a fast paced changing environment and wear multiple hats
- English proficiency required multilingual proficiency in Portuguese Spanish and German preferred
- Ability to work in a hybrid environment
- Occasional weekend availability typically once per quarter
- Willingness to travel up to 15% of the time
Responsibilities
- Investigate customer issues across multiple channels
- Troubleshoot and resolve tickets and social media inquiries
- Escalate and coordinate resolution of complex issues with product and engineering
- Collaborate with BPO partners to resolve incidents and ensure quality
- Drive improvements to workflows policies and support tools