Customer Support Lead

2 weeks ago

Singapore Pundi X Labs Full time

Singapore
- You will have the opportunity to learn about:
1. Oversee all aspects of customer support, including but not limited to user troubleshooting and community FAQs, to maintain a high level of customer happiness

2. Work closely with the development team to keep updated on site performance changes and modifications, in order to accurately communicate troubleshooting matters and to prevent further customer issues

3. Work closely with the marketing team to stay aligned on the company's branding and communication, including visual elements and tone of voice

5. Develop solutions and protocols to address and prevent reoccurring issues

6. Evaluate important metrics and prepare accurate monthly reports on our customer health and success, and suggest feasible improvements
- What you’ll need

1. 1-2 years of relevant experience in customer and community support with proven ability to maintain and grow a brand’s customer success

2. Proficiency in best practices and engagement with major social media platforms including, but not limited to, Twitter, Discord, Reddit, YouTube and TikTok

3. Ability to organize thoughts and ideas in a coherent manner and articulate them succinctly

4. Ability to excel with limited resources and simultaneous responsibilities

5. Ability to build strong working relationships quickly

6. Excellent command of the English language

7. Knowledge of the blockchain, finance and/or tech industries is a plus

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