Customer Service Representative II

Hybrid

PAyrate: $12 • $15 dollars per hour

Community Support Officer • KnownOrigin

KnownOrigin's technology and platform provides artists a place to create unique, authentic, digital collectibles, in the form of NFTs. This acquisition is an important step in Client's tech-led reimagination, ushering in a new era of digital collecting to the world's top destination for collectibles. KnownOrigin, which was founded in 2018 in Manchester, UK, enables artists and collectors to create, buy and resell NFTs via blockchain-support transactions. Since its founding, KnownOrigin has seen significant growth as it has revolutionised the way people create, buy, and sell NFTs.

About the team:

We're looking for a community and customer obsessed Support Officer to join our growing team. Reporting into the Head of Community, this is an exciting opportunity to support creators and collectors focusing on community concerns and appeals, providing mediation and conflict resolution .

In your role you will:

Resolve tech & non-tech issues raised by Community members through messaging and social media

Act as mediator between creators and collectors, using step-based resolutions, that are not conclusive on every call

Identify ways to improve processes and gain efficiencies by actioning customer pain points

Raise support issues with dev and product. Work collaboratively to help resolve these issues

Provide policy-based resolutions on disputes

Act as a champion for KnownOrigin and the Web3 sector

Build trust, educate, and create great customer experiences even when delivering difficult messages

Take appropriate action for KO to ensure a safe and compliant trading platform for our community

Excel at learning through our training programs and self-learning to keep growing your skills & knowledge

Adhere to your daily schedule, tasks and goals, supported by your team leader and coach

Work cross functionally to share issues on the platform

Job Requirements

A background in customer service and a passion for improving the customer experience through handling customer enquiries

Ability to communicate effectively at all levels, with strong written and verbal communication skills

Happy to work as part of a team and independently

An interest in Web3/NFTs/crypto is beneficial but not essential

Ability to work across a range of tools and platforms including customer support tools, Twitter, Slack, Discord and Outlook

The ability to stay calm under pressure and deal with ambiguity

This job is US hybrid based (ideally East or West coast) and may require weekend work and shift work