Customer Support Specialist

Customer Support at Chainalysis is a globally distributed team dedicated to empowering our customers. Every day we help push forward our company’s goals of increasing product engagement and reducing customer churn. We strive to make our service a Sales differentiator by earning a reputation of unmatched excellence in the industry.

We’re looking for a Customer Support Specialist who will support the Chainalysis platform and applications throughout their lifecycle. This role will provide best-in-class first-line customer support to our global customer base, focusing on regional timezone coverage. You’ll work with customers via email, chat, and phone to support all technical and product issues and account administration work, including customer account configuration/set-up, account access support, and internal admin requests. 

The ideal candidate will be detail-oriented, empathetic, and have a customer-first approach, and possess solid written communication, technical troubleshooting, and time management skills. At this time, this role is slated to be remote in the USA and there is a preference for candidates in the Central time zone to ensure ample coverage across the team.

In this role, you’ll:

• Build a close-to-expert understanding of our products and services. 

• Respond to customer inquiries regarding the Chainalysis platform and ensure the customer finds a satisfactory solution.

• Partner with Customer Success, Sales, and/ or Engineering to help identify product issues and resolve them.

• Partner with senior members of the support department to identify and provide support for process improvements on all aspects of the support role.

• Answer advanced product usage and technical questions across our product suite.

• Proactively engage with the various customer profiles that make up our customer base.

• Seamlessly switch from reactive inbound support requests via email, chat, and phone channels to proactive outreach for new and existing customers.

We’re looking for candidates who have: 

• Technical support experience working directly with software products with an understanding of how RESTful APIs, SaaS, and On-Premises software solutions work.

• Experience working in Zendesk or an equivalent Customer Support platform is a plus.

• High attention to detail with the proven ability to manage competing tasks, set priorities, and follow up on client requests in a fast-paced environment.

• Emotional intelligence and an empathetic propensity to read between the lines and understand what the customer is saying (and what they mean).

• Technical curiosity, with the ability to explain seemingly complex technical terms in easy-to-understand terms.

• Excellent written and verbal communication skills.

• A desire to build a career in the exciting Web3, blockchain, and crypto space.

• A desire to advance your career in a Customer Experience organization.

• US citizenship as you may be supporting some of our government customers in the United States of America. 

This job listing may cover more than one job level. To provide greater transparency to candidates, we share base salary ranges for all United States based job listings. We set standard base salary ranges for all roles based on function, level, and location, benchmarked against technology companies. Individual pay decisions are based on a number of factors, including qualifications for the role, relevant work experience, skillset, internal equity, and other factors, consistent with applicable law. The salary range for this position is dependent on where you live within the United States. The salary ranges are:

$58,000 - $84,000 - $109,000

Base salary is just one part of our total rewards package which additionally includes equity, performance bonus or commissions for eligible roles, and competitive benefits. 

This position is ineligible for visa sponsorship.

About Chainalysis

Blockchain technology is powering a growing wave of innovation. Businesses and governments around the world are using blockchains to make banking more efficient, connect with their customers, and investigate criminal cases. As adoption of blockchain technology grows, more and more organizations seek access to all this ecosystem has to offer. That’s where Chainalysis comes in. We provide complete knowledge of what’s happening on blockchains through our data, services, and solutions. With Chainalysis, organizations can navigate blockchains safely and with confidence.

You belong here. 

At Chainalysis, we believe that diversity of experience and thought makes us stronger. With both customers and employees around the world, we are committed to ensuring our team reflects the unique communities around us. Some of the ways we’re ensuring we keep learning are an internal Diversity Committee, Days of Reflection throughout the year including International Women’s Day, Harvey Milk Day, World Humanitarian Day, and UN International Migrants Day, and a commitment to continue revisiting and reevaluating our diversity culture. 

We encourage applicants across any race, ethnicity, gender/gender expression, age, spirituality, ability, experience and more. If you need any accommodations to make our interview process more accessible to you due to a disability, don't hesitate to let us know. You can learn more here. We can’t wait to meet you.