Your mission
As a Customer Operations Specialist at Finoa, you will help to shape what excellence looks like and continuously work on enhancing our processes, documentations and applications to ensure the best customer experience possible. The successful individual will be the voice of the company to echo our passion for crypto assets, custodianship and trust.
In this role, you will:
- Technically investigate and solve customer inquiries
- Improve existing product features by evaluating objectives and specifications, reviewing proposed changes, and making recommendations
- Prepare reference material for internal users and customers by drafting operation instructions to extend our continuously growing knowledge base
- Act like an owner and resolve customer problems via email, chat, and video call
What you need to be successful:
- At least 1 year of technical support experience (in FinTech or Web3 is a plus)
- Tech-savvy. Proficient IT knowledge and skills, including mobile device platforms
- Effective problem-solving, decision-making, organizational, and time management skills
- A strong interest in blockchain technology and crypto assets
- Excellent written and spoken English, German is a plus
- Work successfully in a team environment as well as independently
- Ability to replicate customer problems and collaborate with Product Engineering to formulate clear ticket requirements, prioritize issues, and follow up on their resolution
- Knowledge of productivity tools like Jira, GitLab, and Zendesk
- Advanced knowledge of Excel and Google docs. SQL is a plus
What’s in it for you:
- Accelerate your career growth by joining one of Europe's leading cryptocurrency management platforms
- 25 vacation days per year, with an additional day for each year of service - up to 30 days
- Access to cutting-edge technologies, high levels of autonomy, and international working environment
- Flexible working hours, hybrid work setup from both our Berlin and Porto offices
- Fitness (Urban Sports Club) and mental health (Likeminded) memberships
- Hot/cold drinks and snacks in the office, and All Hands meetings once a month with pizza
