Customer Experience Associate Full Time (Remote)

We believe the future of finance will be built on open protocols, decentralized infrastructure, and rapid innovation. Poloniex enables 24/7/365 trading of digital assets. Since 2014, Poloniex has facilitated tens of billions of dollars in trades and custody for millions of customers around the world.

At Poloniex, you will work on the cutting edge of open financial protocols and build systems and tools that enable scalable, high performance trading. All our teams have high standards and a dedication to delivering high quality, high value solutions that meet the needs of millions of global customers. Come join us at Poloniex and build the future of finance!

What you’ll work on:

• Be the first point of contact to handle and resolve customer inquiries
• Navigate customer accounts and communicate effective solutions to customers using a CRM tool
• Analyze trends in customer issues and suggest improvements to processes, policies, and product
• You must be available for a regular schedule of 40 hours a week.  Three shifts, shifts may include weekend and holiday coverage – our customers always come first

What you’ll bring to Poloniex:

• Ability to empathize with and prioritize customer needs
• Creative problem-solver and a collaborative team member
• Strong team spirit with a passion and drive to deliver the best possible experience to customers
• Ability to communicate clearly and concisely with both customers and the Poloniex Team
• Ability to troubleshoot and discover solutions quickly and effectively
• Strong organizational, written, and verbal communication skills
• Be open to change – learn quickly in an environment that constantly changes
• Burning desire to help scale a revolutionary company in a revolutionary space
• General understanding of and passion to learn about Digital Assets and Blockchain
• Fluent in speaking and written in both English and Mandarin
• Graduated University or College with a service industry degree or finance

Bonus:

• Prior experience in a customer facing role in the service industry
• Be an early adopter and have the ability to pick up new technology quickly
• Understanding of world markets, economics, or finance