Customer Care Advisor

Circle•Los Angeles, CA

7d•$30 - $41•Remote

About The Position

Circle (NYSE: CRCL) is one of the world’s leading internet financial platform companies, building the foundation of a more open, global economy through digital assets, payment applications, and programmable blockchain infrastructure. Circle’s platform includes the world’s largest regulated stablecoin network anchored by USDC, Circle Payments Network for global money movement, and Arc, an enterprise-grade blockchain designed to become the Economic OS for the internet. Enterprises, financial institutions, and developers use Circle to power trusted, internet-scale financial innovation. Learn more at circle.com. What you’ll be part of: Circle is committed to visibility and stability in everything we do. As we grow as an organization, we're expanding into some of the world's strongest jurisdictions. Speed and efficiency are motivators for our success and our employees live by our company values: High Integrity, Future Forward, Multistakeholder, Mindful, and Driven by Excellence. We have built a flexible work environment where new ideas are encouraged and everyone is a stakeholder. What you’ll be responsible for: You’ll be a part of a truly amazing team of people working directly with customers around the world, helping them to utilize the full potential of Circle while providing an outstanding customer experience with every interaction. Daily activities will include resolving general inquiries all the way through to troubleshooting complex technical issues within defined service levels and timescales. You’ll work closely with peers and internal stakeholders on projects and initiatives designed to scale our 24/7 operation.

Requirements

3+ years of prior experience working in a fast paced global support team
A talent for writing and a skill for communicating complex problems clearly
You care deeply about the customer experience and strive to refine your skills everyday
You’re a highly motivated and caring person who has a passion for learning
A core principle of yours is sharing knowledge and helping people do their very best work
You enjoy the challenge of solving open-ended problems in a timely manner
A working knowledge of ticket support systems, such as Salesforce
Familiarity with generative AI models (ChatGPT, Gemini, etc.) and prompt development.
Experience in financial services or payments businesses
Experience contributing to departmental processes and procedures
Highly articulate with the ability to manage customer friction during live calls
Availability to work on weekends and holidays as required.

Nice To Haves

Experience with data analytics tools for troubleshooting problems preferred
Multilingual skills preferred
Experience/familiarity with using Salesforce, Slack, Apple MacOS and GSuite.

Responsibilities

Engage with customers to resolve issues that come through as support tickets to our team
Craft well-written, tailored communications to help customers resolve their issues
Partner with Partner Managers, Business Development, Compliance, Treasury, Product and Engineering to diagnose and solve problems
Serve as a trusted advisor with an open, caring and approachable style of working
Establish, document, and refine operational processes with a focus on continuous improvement and cross-training opportunities.
Responsible for validating and completing escalation requests
Handle customer calls for escalation requests
Involve in Incident Management to triage and communicate customer impact
Proactively identify opportunities to develop solutions that help the team achieve our goals
Developing and maintaining operational processes through documentation updates and cross-training
Provide coverage through "on-call" shifts as needed to support our global support model
Active participation and contribution to department OKRs
Meet defined Service Level Agreements, Objectives and Key Results.