Customer Support Agent

As a Customer Support Agent you are providing excellent support to Bitsafe's customers. Bitsafe has a broad variety of customers. From individuals buying products and services online to online adult entertainment merchants and their talent. All these customers can have different questions and problems, which need to be identified as soon as they are received.

The Customer Support Agent role is an ever-changing and challenging position: The cardholders, merchants and talent ultimately determine what kind of cases and issues you will handle. You eat, sleep, and breathe customer service (not average service – instead, think Starbucks and Amazon). You understand that exceptional user experiences must be created in every single interaction with the customer.

You are motivated to bring a US-style customer support routine. That means that you recognize that a consistently exceptional user experience is a major contribution to the value of our brand. You are result driven: you seek to get the best results. You will be working closely with the operational and management teams.

Your responsibilities will be:

• Provide excellent customer support services to Bitsafe's customers by phone, email (Zendesk ticketing system) or through other channels;
• Handle incoming phone calls;
• Utilize various CRM and support tools and systems;
• Review any changes customers may initiate in their accounts;
• Confirm reviewed changes of other Customer Support Agents in customer’s accounts;
• Process refund requests and chargebacks;
• Escalate issues that cannot be resolved quickly and spot broader trends in support requests;
• Ensure customer satisfaction through end-to-end management of each service request by maintaining ticket status, periodic review of service requests with reference to escalation timeframe and timely closure. Ensure follow-up with customer until issue is resolved;
• Demonstrate customer relationship skills and maintain a positive company image during all interactions with customers.

The ideal candidate:

• Has an excellent level of verbal and written English;
• Is a decisive, action oriented individual who takes ownership of open issues and who has the ability to interface successfully with colleagues and the Customer Support Operations Manager;
• Has experience in internet services or technical support, including help desk and/or customer call center environment;
• Previous experience in a high-tech environment;
• Has experience with Zendesk;
• Has the ability to troubleshoot problems, research and find answers to consumer questions;
• Has a Bachelors degree;
• Has an affinity and passion for new internet technology;
• Must be a team player who also works well independently;
• Must have ability to assess and provide proactive advice or solutions;
• Will thrive in a small business environment;
• Has a residency and work permit in Lithuania.

Bonus points for:

• MBA or Masters degree;
• Experience in the online or payment industry.

• An international multilingual team in a fast and growing environment with offices in both Vilnius and Amsterdam (Netherlands);
• A very competitive salary;
• A modern, spacious office on Lvovo Street.

Are you a natural born shape shifter?

Do you enjoy working within a dynamic, informal and entrepreneurial environment? Then jump onboard and apply today!