Customer Support Associate

Remote /
Customer & Client Operations – Customer Support /
Full time
About Casa:

Casa is a fast-growing consumer tech company focused on Bitcoin security, private key management, and personal sovereignty.

Our products are designed from the ground up to give our customers direct control of their wealth and data.

Casa enables technical and non-technical consumers alike to manage their Bitcoin in ways that simply weren’t possible before.

Your Role:

As a Customer Support Associate at Casa, you will be directly interacting with Casa Silver and Gold members to solve their issues and improve our products. 

You will provide technical support for Casa products with security and privacy at the forefront of your customer interactions.

Providing world-class support for Bitcoin is largely uncharted territory. On the micro scale, your role would have a high degree of freedom and responsibility to influence and improve Casa’s support and operations arena. On the macro scale, your role may also influence overall Bitcoin adoption and personal digital security.

As a Customer Support Associate at Casa, you will:

Read and respond directly to customer emails
Provide video chat support as needed
Meet or exceed defined SLAs and CSAT scores
Perform both surface level and deep-dive investigations to solve common and complex issues
Recognize bugs and work across teams to resolve
Provide aggregated data and feedback regarding our products and services
Guide and educate new Casa customers
Create and curate both internal and external knowledge base resources, which may include support articles, chat bot training, and instructional video/gif content
Collaborate with others at Casa to create the best overall customer experience

Requirements:

2+ years customer support or customer-facing experience
Superior communication (especially written), organizational, and analytical skills
Security-minded (knowledge of 2FA, password managers, encrypted communication, etc)
Empathetic and professional
Experience with Bitcoin and/or appreciation for Bitcoin’s technical and philosophical underpinnings and/or privacy-first software and practices

Preferred:

Customer-facing experience specifically within cryptocurrency, FinTech, wealth management, or financial services industries
Experience or interest in sales
Written fluency in a second language