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Circle helps businesses and developers harness the power of stablecoins for payments and internet commerce worldwide.
Customer Care Advisor
Location
Singapore
Posted
70 days ago
Salary
0
Seniority
Senior
Job Description
Customer Care Advisor
Circle
• Engage with customers to resolve issues that come through as support tickets to our team • Craft well-written, tailored communications to help customers resolve their issues • Partner with Partner Managers, Business Development, Compliance, Treasury, Product and Engineering to diagnose and solve problems • Serve as a trusted advisor with an open, caring and approachable style of working • Establish, document, and refine operational processes with a focus on continuous improvement and cross-training opportunities. • Responsible for validating and completing escalation requests • Handle customer calls for escalation requests • Involve in Incident Management to triage and communicate customer impact • Proactively identify opportunities to develop solutions that help the team achieve our goals • Developing and maintaining operational processes through documentation updates and cross-training • Provide coverage through "on-call" shifts as needed to support our global support model • Active participation and contribution to department OKRs • Meet defined Service Level Agreements, Objectives and Key Results.
Job Requirements
- More than 3 years of prior experience working in a fast paced global support team
- Have a talent for writing and a skill for communicating complex problems clearly
- A core principle of yours is sharing knowledge and helping people do their very best work
- Working knowledge of ticket support systems, such as Salesforce
- Familiarity with generative AI models (ChatGPT, Gemini, etc.) and prompt development
- Experience with data analytics tools for troubleshooting problems preferred.
- Experience in financial services or payments businesses
- Experience contributing to departmental processes and procedures
- Highly articulate with the ability to manage customer friction during live calls; multilingual skills preferred for the APAC region
- Availability to work on weekends and holidays as required.
Benefits
- Flexible work environment
- Opportunity for continual learning and skill refinement
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