Customer Support Agent (L1)

Who We Are 

FreedX is a newly established cryptocurrency exchange dedicated to providing a seamless, secure, and innovative trading experience. Our team comprises experienced professionals from the crypto, finance, and technology sectors, all passionate about driving the future of digital finance. At FreedX, we are committed to creating a platform that empowers our clients with the freedom to manage their digital assets confidently and efficiently. 

Our Vision 

At FreedX, our vision is to be the most trusted and reliable cryptocurrency exchange, offering unparalleled freedom and scalability to our clients. We aim to build a platform where users can trade and manage their assets with complete peace of mind, knowing that their security and reliability are our top priorities. We strive to continuously innovate and adapt to the evolving needs of the crypto market, ensuring that our clients have access to the best tools and services to achieve their financial goals. Join us on our journey to redefine the standards of digital asset trading and experience the freedom, reliability, and scalability that FreedX has to offer. 

Role Overview: 

As a Customer Support Agent (L1) at FreedX, you are the frontline representative for our customers, ensuring that initial inquiries are handled promptly and professionally. You will address common questions related to account setup, payment processing, trading execution and platform navigation, aiming for high first-contact resolution and customer satisfaction to provide a seamless experience. Using the knowledge base, standardized workflows and your top-level soft skills, your objective is to resolve issues effectively, swiftly and avoiding escalations as much as possible. 

Key Responsibilities: 

• Primary Contact for Inquiries: Handle initial customer questions after chatbot engagement, providing assistance with onboarding, account management, crypto operation, trading and payment processes. 

• Onboarding Assistance: Guide customers through account setup and verification steps, ensuring a smooth entry into the FreedX platform. 

• Categorization and Escalation: Accurately categorize and log each inquiry; investigating and requesting all the necessary information if escalation is necessary. 

• First Contact Resolution: Prioritize resolving inquiries on the first contact to enhance the customer experience and reduce escalations. 

• 1 year of experience in online customer support, ideally within a technology or finance environment. 

• Strong communication skills with the ability to convey information clearly and professionally. 

• Fluency in English and other languages. 

• Familiarity with digital platforms and troubleshooting techniques. 

• Ability to follow standardized processes while maintaining empathy and attention to customer needs. 

• Multitasking skills to handle multiple chats and investigations at the same time. 

• Experience with CS tools, such as Zendesk, Freshdesk, Intercom or others. 

• Good understanding and experience with cryptocurrency operations and trading. 

• Comfortable with using all channels of support: Chat, Email, Phone and Social Media.  

What We Offer:

Competitive salary and performance-based discretionary bonuses,

Flexible work schedule, remote work opportunity

Generous paid leave

Opportunity for professional development, participation to industry events

FreedX is an equal opportunity employer. We stand for an open and inclusive work environment that fosters the well-being of everyone. We embrace and encourage differences in age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics that make our people unique.