At Near, we help top talent in Latin America find remote roles with US companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.

This is a role for our client, an early stage startup in the fintech and web3 space. Their team is growing and they are looking to add a new member to their crew, so if you're looking to be part of a dynamic team you can join them on their mission as a Customer Support Specialist.

Overview

Spritz Finance is an early stage startup in the fintech and web3 space. We're looking for a dedicated full-time Customer Success & Support Specialist to join our dynamic team on a full-time basis. This role combines elements of Tier 2 support responsibilities, including resolving crypto-specific issues; enhancing process documentation; providing concierge-level service to VIP customers; and nurturing leads. 

This is an ideal position for candidates eager to grow and enhance their skills within a fast-paced, early-stage startup environment. The role will focus primarily on customer success activities, while also providing exciting opportunities for the candidate to grow their skills in community management and product-related content creation

Responsibilities:

• Customer Success & Support 70%
  • Provide Tier 2 customer support and resolve complex issues (related to edge cases or following a new product launch)
  • Ensure tact and sensitivity in customer interactions, and mentor Tier 1 support to uphold these standards in all communications
  • Nurture relationships with VIP customers, acting as a concierge 80% in chat/email)
  • Managing inbound prospects & qualification (individual or integration partner) 
  • Refine Tier 1 & 2 process documentation as needed
  • Gather and communicate customer feedback to product team in a weekly CS report
• Community Management  20%
  • Respond to social media mentions, monitor DMs, answer simple support or feature questions from our community on social media and Discord 
• Product-related Content Creation  10%
  • Write customer-facing communications surrounding new feature releases 
  • Update and write CS help center articles as necessary 
  • Create simple Loom videos demonstrating key product features for use in help center or for ad hoc customer requests

Requirements

• 4 years of minimum experience as Customer Support or Customer Success.
• 2+ years experience in B2C software support, Intercom is strongly preferred but open to consider another one.
• Start-up background.
• Prior knowledge of crypto is a plus but not mandatory; however, quick learning abilities are essential!
• Experience w/ responding to social media mentions and DMs.
• Advanced English skill

Perks - What’s in it for you? 

• Competitive compensation in US dollars ($2,000USD)
• Unlimited PTO