Customer Support Agent

Department: Operations

Employment Type: Full Time

Location: Remote

Description

The ZBD app lets users jump into a universe of games and apps, connect with friends and earn Bitcoin while having fun. ZBD also empowers developers to embed bitcoin payments into video games and applications, such as podcasting and music streaming. ZBD’s unique proposition enables these partner developers to better monetise their games and apps by allowing users to receive micro-rewards for actions taken in the game or app. ZBD provides this functionality by leveraging the Bitcoin blockchain and Lightning Network protocol.

The business comprises almost 70 employees - across business development, marketing, compliance, operations, technology, customer success and customer support - from Los Angeles to New York, London, Amsterdam and the Philippines.

ZBD is a fully remote company. We hire, retain and develop the best talent from around the world, wherever s/he/they may choose to live. As a result, every member of the ZBD team must demonstrate an ability to work independently and thrive in a remote environment.

ZBD is in search of a seasoned Customer Support Agent to join the company and hit the ground running day 1. This individual will be essential in helping to continue to evolve the way in which ZBD shows up for its customers as well as scale the department with the rest of the business. This is a high-impact, high-visibility role that will have the opportunity to collaborate with all levels of the organization as we look to further connect Customer Support with other functions.

Come join us!

Key Responsibilities

Field support chat, email, and/or other communications from ZBD users with inquiries regarding app functionality, usability, connectivity, and similar concerns.
Identify, investigate, and resolve users’ requests for support for our suite of ZBD apps & services to the highest standard possible.
As the face of ZBD with users, act as an ambassador of the brand, building connection and confidence with ZBD's users.
Work closely and communicate with cross-functional partners to surface product bugs and issues that are being raised by users.
Help to implement a culture of continuous process improvement within the Customer Support function, increasing efficiency and effectiveness of the department by constantly looking for and implementing changes in the way ZBD services its users.
Contribute to the vision and long-term growth of the Customer Support function within ZBD.

Skills Knowledge and Expertise

Excellent verbal and written communication, interpersonal, and customer service skills.
Professional and pleasant manner and the ability to be empathetic to users of all skill levels.
Ability to explain technical issues to technical and non-technical employees and customers.
Proficient with Microsoft Office Suite or related productivity apps and collaboration tools.
Well-developed analytical and problem-solving skills.
Strong familiarity with the Intercom suite of tools. Specifically experience building automated workflows, generating weekly reporting, and building/managing support material repositories.
Comfortable working asynchronously as part of a globally distributed team.
Willing to work weekends.

General knowledge of Bitcoin (bonus: Lightning Network)
Prior work experience in gaming/digital payments industries
Experience building and scaling a customer support function

Key Responsibilities

Skills Knowledge and Expertise

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