Customer Support Agent (night shift)

Job description

We are Ramp

Blockchain is changing the world and has the potential to turn it upside down. We know that it is time to reverse the model we got used to, where the top 1% decide on everything. Blockchain democratises entertainment, wealth, builds new opportunities for community-driven innovation, shakes up the ancien regime. We’re inches away from the paradigm shift and Ramp is here to help move the needle.


The bottom-up revolution is already on the move and there is still some space onboard. Ramp is here to use the knowledge of finance and technology to make business more open to everyone to join in and make crypto easier. Interacting with crypto-powered apps still feels intimidating for most. We work to unlock a future where crypto is as easy to use as eCommerce is today.


We believe in technology-driven change. We are a part of the decentralised revolution. For us, that means adding value to the world by individual approach and critical eye. Our operating framework is built on passion & hunger. We gathered the best-in-class team to work together on things that matter. We want you to feel challenged and motivated by the company you have and give the same feeling to your teammates.


If you share our values and approach, there is a space for you at Ramp!
 

Role Overview

We’re looking for a natural, detail-oriented problem-solver with excellent communication skills. You will be helping out our users with resolving their queries, making sure their issues are well taken care of, and improve our business performance by managing transaction and verification processing.

Core Responsibilities

  • work from 10 pm till 6 am CET (night shifts)
  • providing the best customer experience and establish a strong relationship and trust with our users
  • responding to user queries via live chat in a swift and pragmatic way
  • monitoring transactions and ensure that AML requirements are met
  • conducting KYC checks in selected cases
  • stepping into the users' shoes, identifying their needs, and helping them use our product,
  • reporting product malfunctions to the product team and proposing product improvements by creating a frequently asked questions database
  • monitoring our social media (Discord, Twitter) and reaching out to provide assistance
  • ensuring that customers technical issues are resolved,
  • using feedback and share it with the team to ensure the excellence of our service

Requirements

  • more than 1 year of experience in a similar position,
  • fluency in English, you are confident in using this language when speaking with others
  • being familiar with KYC,
  • experience in Customer Support,
  • excellent communication skills and a user-friendly attitude
  • patience when handling tough cases
  • readiness to work in shifts
  • ability to manage complexity, prioritize tasks effectively with a can-do attitude
  • experience in Customer Support Agent or a similar role is a bonus point
  • basic knowledge of various blockchains and ideally with fintech and payment industries or/and somehow familiar with information technology or basic programming is a plus,
  • experience in transaction monitoring and AML practices is a plus
  • proficiency in French, Spanish, German, Russian language is a plus


We offer
💰 25-30 PLN/h gross on an invoice - or equivalent on employment contract

📈 stock options in a rapidly growing company - so far we have grown 40x this year

🏝 26+ fully paid holidays (or more if you need it)
🏠 comfy workspace located in Warsaw, Wroclaw and London; 
🏊‍♀️ private health care package and Multisport Plus card for you and your partner - fully on us,

💻 newest Mac or laptop with Windows or Linux, and any other tools you may need,
🥇 being part of one of the hottest crypto startups,

👩‍🎓 self-development and conference budget to help you grow,

⛰️ annual company retreat,

🗣️ English lessons,

🔝 making decisions having an impact and a super high level of ownership (you will be the second person in the recruitment team).

Ramp is an equal opportunity employer. What this means in practice is that your race, religion, national origin, sex, sexual orientation, disability, or age won’t affect our recruitment decisions. We’ll focus solely on your skills, experience, potential for growth and attitude.

Do you fear you won’t fit in? 90%+ of Ramp’s team agreed with the following statement: While I occasionally felt like a misfit in other workplaces/firms, I feel a sense of belonging here at Ramp.


Psst. If you're not the one, but someone you know might just be the perfect fit? Let them know! Apply to an open application and let's chat!