Customer Support Representative, Bitcoin Depot
Bitcoin ATM provider
Be an early applicant
Bitcoin ATM provider
201-500 employees
Be an early applicant
201-500 employees
Company mission
To provide the most secure, convenient, and fastest cryptocurrency transaction.
Role
Who you are
- 1+ years of experience in customer support or call center work
- Excellent communication skills, both written and verbal
- Knowledge of the cryptocurrency industry, including blockchain technology and major cryptocurrency such as Bitcoin a plus
- Ability to work in a fast-paced, dynamic environment
- Knowledge of Zendesk platform (Preferred)
What the job involves
- Bitcoin Depot is looking for a Customer Support Representative to help assist the customer experience of our customers
- As a Customer Support Representative, you are in direct contact with our customers and you are responsible for the customer experience lifecycle
- The duties range from assisting the customer in all aspects to interacting with Compliance and Operations teams to support the customer and preserve their experience with Bitcoin Depot
- This means handling all forms of customer contact and answering their questions or tickets in a timely and professional manner
- The customer experience also extends into Operations and Compliance in that the Customer Support team is often the first line of defense when dealing with machine malfunctions or compliance issues
- It is up to our team to resolve these issues as fast as possible while informing the correct departments and people of what actions need to be taken
- In addition to ensuring that our customers have a good experience and are able to purchase, it is extremely important that all Customer Support team members are checking every profile they interact with for ToS or Compliance violations
- Promptly and politely answer incoming calls, emails and text messages from customers by using Zendesk, Gmail, Slack and in-house tools
- Ability to multitask between phone, email, chat, sms
- To work alongside other departments when needed by using Slack, Bitaccess, and GSuite
- Monitor Customer “ID Approval” requests with urgency and accuracy
- Troubleshoot customers with blockers on their accounts
- Notate customer accounts with notes that will be helpful for the next customer support agent to assist and quickly identify account issues
- Fill out scam reports spreadsheet, gathering as much pertinent information from the scam victim, as well as banning their account from the network
- Monitor ATM machines, check for and troubleshoot offline machines and attempt remote opt-reboot,and escalate the issue if a simple reboot does
- Obtain all required information to process refunds for partially filled crypto orders for cash withdrawals
- Knowledge of how to track/monitor/interpret transactions via blockchain ledger
- Customer support or inside sales, call customers that have signed up for, but have not completed a transaction
- The core coverage hours for this role are Mon-Fri 11am-7pm EST
Our take
In the dynamic landscape of the cryptocurrency market, Bitcoin Depot has emerged to facilitate seamless access to the world of digital finance. As the largest cryptocurrency ATM network in the US, Bitcoin Depot offers users the ability to instantly buy and sell not only Bitcoin but also over 30 other cryptocurrencies through its extensive network of ATMs located across the nation.
Bitcoin Depot has forged partnerships with convenience stores and deployed thousands of ATMs across the US. A notable strategic move for the company was the conversion of its ATMs to BitAccess, reducing operational costs and bolstering profitability. Furthermore, Bitcoin Depot's BDCheckout service and software solutions have enabled diversified revenue streams, further solidifying its position as an industry leader.
The recent surge in Bitcoin Depot's quarterly revenue, recording almost $200 million in Q2 2023, along with its strategic merger with GSR II Meteora Acquisition Corp and its listing on Nasdaq, indicate a trajectory of growth. This is underscored by post-IPO equity from Sopris Capital awarded in 2024. With a keen focus on expansion, evident through its partnerships and plans to increase Bitcoin access points, Bitcoin Depot has the potential to play a transformative role in the broader cryptocurrency ecosystem.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Health Benefits
- 401k Matching
- Weekly Catered Lunch
- Work From Home & Remote First
- Casual Dress Code
- Quarterly Events
- Company-Paid Fitness Pass
- Premium Coffee & Teas
Company HQ
Peachtree Heights West, Atlanta, GA
Articles
Leadership
Brandon Mintz
(CEO)Graduated from The University of Georgia with a Bachelor's Degree in Marketing. Previously served as the CEO of Cash To Crypto before founding Bitcoin Depot in 2016.
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