BitPay is building blockchain payment technology that is transforming how businesses and people send, receive, and store money.  We are the leading crypto merchant processor globally and are looking for a talented Senior Customer Success Specialist to join us! 

We are seeking a highly motivated Senior Customer Success Specialist who will work on a small support  team with a focus on monitoring and answering technical inquiries from clients. This remote role is responsible for learning a broad spectrum of knowledge of all the BitPay product offerings, and answering Tier-1 and Tier-2 issues. The ideal candidate is a good problem solver, someone who is self-sufficient and good at researching solutions, an effective communicator in both written and spoken English, and someone who enjoys learning new things and working in an open, fast-paced environment.

Job Description: 

• Learn all areas of the BitPay product offering in order to be able to provide intermediate-level support to customers and internal partners
• Ensure customers are provided with prompt, courteous, and accurate service in all areas of their cryptocurrency payment processing, prepaid card, payouts, and wallet needs
• Escalate issues as needed to our product and development teams
• Provide support on escalated issues from other Customer Success Team specialists
• Build and maintain relationships with customers through efficient handling of issues
• Monitor a high-volume support queue and solve support tickets meeting or exceeding the established productivity metrics
• Handle other customer-facing work as assigned, such as processing customer identification documents or authoring support documentation
• Other duties as assigned

Requirements: 

• 5+ years of technical or financial services customer support experience, SaaS environment preferred
• Degree in Information Systems/Business-related field or equivalent work experience
• A passion for delivering an exceptional customer experience 
• Excellent verbal and written communication skills in English
• Excellent analytical, critical thinking, problem solving, and time management skills
• Familiarity with IT tools and programming languages (Unix-based or equivalent command line experience) and with Zendesk is a plus! 
• Experience working at crypto or fintech company is highly desirable
• Must enjoy working through complex issues and finding permanent solutions to eliminate future problems
• Willingness to dig in and figure things out

What We Offer:

• Collaborate with a team of intelligent, enthusiastic individuals.
• Thrive in a rapidly expanding crypto company with global reach, where your contributions make a tangible impact.
• Work remote with a generous vacation policy, including the opportunity to take a sabbatical and select your own holidays.
• Access to continuous learning and development opportunities, supported by professional development reimbursement.
• Competitive salary package with comprehensive benefits, including fully covered medical and dental plans. We also offer telemedicine, life insurance, disability insurance, vision coverage, 401k, travel assistance, and more.
• Option to receive payment in cryptocurrency, along with a crypto match program.
• Stock option awards available to all employees.
• Home office allowance, reimbursement for internet/cell expenses, complimentary Amazon Prime and Spotify subscriptions.