Customer Service Representative (Remote

PTF Consulting•Ashburn, VA

1d•Remote

About The Position

You'll be part of a truly amazing team working directly with customers of all sizes around the world, helping them utilize the full potential of Circle while delivering an outstanding customer experience with every interaction. Daily activities range from resolving general inquiries 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 global support operation.

Requirements

2+ years of experience working on a fast-paced, global support team
Strong writing skills and the ability to communicate complex problems clearly
A deep care for customer experience and a commitment to refining skills continuously
High motivation, a caring mindset, and a passion for learning
A core belief in sharing knowledge and helping others do their best work
Enjoyment of solving open-ended problems within defined timelines
Working knowledge of ticketing systems such as Zendesk and HubSpot
Availability to work weekends and holidays on a semi-regular basis
Must be US-Based
Customer Service

Nice To Haves

Experience providing live chat support and/or social media support preferred
Experience with data analytics tools for troubleshooting preferred
Experience in financial services or payments businesses
Experience mentoring other team members preferred
Experience contributing to departmental processes and procedures
Multilingual skills preferred
Familiarity with Slack, Apple macOS, and Google Workspace

Responsibilities

Engage with customers to resolve issues submitted as support tickets
Craft well-written, tailored communications to help customers resolve their issues
Partner with Partner Managers, Business Development, Compliance, Product, and Engineering teams to diagnose and solve problems
Serve as a trusted advisor with an open, caring, and approachable working style
Establish, document, and refine operational processes with a focus on continuous improvement and cross-training opportunities
Validate and complete escalation requests
Participate in Incident Management to communicate customer impact
Proactively identify opportunities to develop solutions that help the team achieve its goals
Develop and maintain operational processes through documentation updates and cross-training
Provide coverage through on-call shifts as needed to support a global support model
Actively participate in and contribute to department OKRs
Meet defined Service Level Agreements (SLAs), Objectives, and Key Results (OKRs)