Figure Markets is democratizing finance through blockchain. We’re building the exchange for everything - a decentralized custody marketplace for crypto, stocks, bonds, credit and more. We’re bringing best in class leverage, margining and liquidity to our exchange, while offering our members extensive borrowing options and unique investment opportunities.
Figure Markets is built on the Provenance Blockchain, and we use its native token, Hash, on the exchange. Provenance Blockchain embodies truth over trust and provides a foundation for Figure Markets to bring transparency and efficiency in a decentralized world.
Figure Markets is backed by leading venture capital firms and strategic partners, including Jump Crypto, Pantera, Distributed Global, Faction Lightspeed, NewForm Capital and CMT Digital. Figure Markets was founded by a seasoned team of entrepreneurs and operators from tradfi, fintech and defi, including Mike Cagney and June Ou.
About the Role
Based in Ireland, and reporting directly initially to the Chief Executive Officer (“CEO”), (and the Chief Operating Officer thereafter), with a dotted reporting to the Group Director of Customer Support, we’re looking for a Customer Service Agent with a proven track record in managing the day-to-day queries of customers on a European scale!
As one of our Customer Service Agents, you’ll be critical in supporting business growth, while fostering exceptional company standards and customer experience. You will become a trusted advisor as we build Figure Ireland into a leading licensed Exchange across Ireland and the EEA. In this role you will partner with colleagues across Figure Markets Group to design, operate and execute a robust customer service programme.
We support remote working within Ireland with some face time required in Dublin/Kilkenny.
As a key member of our team, you will be responsible for developing and executing customer onboarding processes (App and WebApp) that support our ambitious growth plans and foster a culture of excellence and innovation.
What You’ll Do
* Customer Care Operations: Manage all queries relating to retail and institutional customer onboarding, App, WebApp, Exchange, Trading Crypto Assets, Custody, access issues, passwords, transactions (fiat and crypto assets), and a lot more, ensuring the highest standards of care on a daily basis.
* You will handle all inbound inquiries received, and outbound communication is established in the form of chats, emails, and calls.
* Independently provide accurate information to resolve problems/issues that arise.
* Continuously educate one’s self with up-to-date and relevant information to support the customer service operations.
* You will escalate issues to your team leader, managers, and other departments as required.
* Adhere to the Quality Assurance standards set.
* Adhere to and comply with the schedule set by the Team Leader.
* Assist in the preparation of other processes as and when assigned/required by the Team Leader.
* Display good team working attitude and behaviour within the team and other departments in the company.
* Assist in projects aimed at achieving team objectives such as implementing ticket deflection strategies, analysing data/trends to drive defect reduction etc.
* Collaboration: Collaborating with other teams, including our US Customer Care Operations.
* Stay Informed: Closely following best customer care practices in the cryptocurrency industry to ensure our processes keep pace.
What We Look For
* Experience: 2+ years of experience in client service or business support in Tech, FinTech, or Financial Services.
* Qualifications: Strong verbal and written English communication skills.
* Flexibility: the ability to be flexible with priorities and prioritise quickly, with experience working in a fast-paced environment.
* Communication: Excellent interpersonal and communication skills, with the ability to interact effectively with stakeholders at all levels.
* Crypto Assets: A passion for harnessing the power of digital currency and blockchain technology and services built on top of it.
* Innovation: An innovative and creative mind looking to suggest new solutions to old problems.
* Adaptability: Comfortable working in a fast-changing and fast-paced startup environment, being flexible while able to prioritise and manage multiple projects simultaneously.
* Availability: Be available for shift work, including weekend cover.
Benefits and Perks
* Competitive salary and growth opportunities.
* Company quarterly performance based bonus.
* Equity stock options package.
* Employer funded comprehensive health, vision, dental insurance and wellness program for employees and their dependents.
* Company pension.
* Company funded life insurance, disability insurance and death-in-service benefit.
* Paid parental leave.
* Home office and technology stipend for those working outside of a traditional office more than 75% of the time.
* Flexible time-off plan to empower employees to take the time off that they want and need.
* Continuing education reimbursement.
Figure will not sponsor work visas for this position. In compliance with Ireland employment law, all persons hired will be required to verify identity and eligibility to work in Ireland and to complete the required employment eligibility verification form upon hire.
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