Customer Support Specialist, Block
Bitkey
US candidates only, $22.99-$30.67 an hour. The successful candidate’s starting pay will be determined based on the candidate's work location and may be may be modified in the future
Financial services ecosystem
Job no longer available
Financial services ecosystem
1001+ employees
Job no longer available
US candidates only, $22.99-$30.67 an hour. The successful candidate’s starting pay will be determined based on the candidate's work location and may be may be modified in the future
1001+ employees
Company mission
To create better tools to help everyone access the economy.
Role
Who you are
- 1 - 2 years of experience as a Customer Care Representative or Customer Support Agent (past experience in a financial services, payments, crypto, tech, or a consumer-centric setting is a big plus)
- Excellent time-management skills; must be able to remain focused on helping (multiple) customers across various levels of severity and urgency, while also juggling other internal projects and deadlines
- Genuine curiosity about people, technology and business, and enjoy using your problem solving skills to dig in and learn more
- Empathetic to your customers – have a strong desire to help, and are passionate about creating the best customer experience possible
- Collaborative steward for CS who can consistently advocate for our customers
- Work collaboratively and effectively with cross functional teams and different levels of management
- Efficient and organized; you pay attention to detail, don’t let things slip through the cracks and you’re always finding ways to improve and make things better
- Ability to acknowledge and respect confidential information
- Comfortable with ambiguity and adaptable to change
- Experience working in / across numerous geographies and cultural contexts
- Fluency in written and spoken English, plus ideally a second language of Spanish or Portuguese
- Previous experience with Zendesk, or a similar tool (eg Freshdesk, Zoho, Salesforce)
What the job involves
- Respond to inbound customer inquiries – these may span from general product inquiries to more complex inquiries where an immediate answer is not available and may require further research
- Research and escalate customer inquiries where a response is not readily available, or that differs from the intended product experience
- Follow up on open inquiries if an immediate response/solution is not possible
- Become an expert on Bitkey, how the product works especially in context of the fundamentals of bitcoin
- Demonstrate a passion for customer service, take ownership of the customer experience and deliver a comprehensive resolution that exceeds customer expectations
- Communicate clearly and effectively, a variety of information to internal teams and external customers with the ability to tailor your communication and style based on the audience
- Identify themes and trends in customer contacts and communicate it to the appropriate team to improve the customer and/or the agent experience; help us understand the severity and importance of issues impacting customers by using data when possible
- Improve the CS process and experience – Identify gaps in and suggest ways to improve CS tools, processes and documentation
- Perform a variety of special projects, such as write customer and agent facing content (through Zendesk Help Center), setup & manage agent workflows (within Zendesk), monitor KPIs, and build out tooling, to name a few
- Remain focused and driven in a fast-paced, highly ambiguous environment
- Work with customers and team members across the globe - a cultural awareness and excitement for learning about differences in customer expectations and communications norms are a must for this role
- Willingness to work flexible hours as part of a rotating schedule, which includes a mix of weekends, mornings, evenings, overnight, and holidays
Our take
Block is a financial services technology company comprising of Square, Cash App, Spiral, TIDAL, and TBD. Its biggest brand, Square, offers hardware and software for small to medium-sized businesses enabling them to manage the entire payment lifecycle. It functions similarly to Shopify and Stripe, but has paired online payment processing with physical devices such as registers, payment terminals, and mobile card readers.
The business was originally founded as Square in 2009 by Jack Dorsey of Twitter fame. Already well-established with SMEs all over the globe, Square has significantly benefited from the increased demand for mobile payment systems. Its order management feature remains a go-to tool for small businesses that otherwise didn't have the proper infrastructure in place when demand for home delivery surged.
Square rebranded as Block in December 2021, with the Square brand name remaining in place for their seller business. The company has since come under fire for its security practices, facing lawsuits in relation to a major breach of CashApp user data, and in 2024 announced plans to reduce its workforce in order to cut costs. Despite these setbacks, there is every chance the business will move past this, though it may take some time to rebuild trust in its product.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
19% employee growth in 12 months
Company
Company benefits
- Healthcare coverage (Medical, Vision and Dental insurance)
- Health Savings Account and Flexible Spending Account
- Retirement Plans including company match
- Employee Stock Purchase Program
- Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance
- Paid parental and caregiving leave
- Paid time off (including 12 paid holidays)
- Paid sick leave (1 hour per 26 hours worked (max 80 hours per calendar year to the extent legally permissible) for non-exempt employees and covered by our Flexible Time Off policy for exempt employees)
- Learning and Development resources
- Paid Life insurance, AD&D, and disability benefits
Company HQ
SoMa, San Francisco, CA
Leadership
Jack Dorsey
(CEO)Having studied at and dropped out of New York University, Jack founded Twitter in March 2006, where he has served as CEO since. He co-founded Square with Jim in February 2009, and has remained its CEO ever since.
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