Our Product Operations Analysts sit within the Operations team and at the heart of Chipper.
Product Operations Analysts help keep customers happy by proactively resolving customer issues and acting as a point of escalation for more complicated customer support inquiries.
The ideal candidate will be someone with a sound understanding of and strong interest in cryptocurrency and blockchain technology.
Most important is your ability to respond to customers with empathy and work alongside the customer support team to solve their problems.
The Product Operations team also works closely with the Product and Engineering teams. It’s about much more than resolving tickets.
It’s about helping us also find solutions that will prevent customers from having problems in the first place and help us deliver on the promise of Chipper working like magic.
What You Will Be Doing
Providing support to the Customer Operations team with customer issues escalated in relation to our cryptocurrency product
Proactively identifying patterns and trends of cryptocurrency issues. Seeing where we can change our processes, tools, or product to make our customers lives easier
Creating, documenting and updating processes and procedures related to our cryptocurrency product
Effective communication and relationship building with external vendors and service providers for our cryptocurrency product.
Testing new cryptocurrency product features and documenting findings
Conducting training within the Operations team to contribute to knowledge building on cryptocurrency
Working within our systems to resolve ongoing cryptocurrency product-related issues until they can be resolved by the Engineering team
Working with the Compliance team to act as the first line of defence to help spot and investigate trends
Familiarity with the product operations role will allow you to expand your knowledge to other areas of customer operations and the company in general.
This ranges from the Product teams to the Compliance teams, etc.
Qualifications You Will Need
Prior working experience in the cryptocurrency or blockchain space
1-3 years experience in solving difficult customer problems related to cryptocurrency, ideally at a financial services organization or Fintech
Experience working cross functionally with Engineering, Product, and / or Compliance Teams
Experience handling customer inquiries via email, chat, or other written communication
Be self-driven. You should be self-motivated and enjoy a lot of independence. We are a dedicated, hardworking team that is collectively motivated
Have a global mindset and be tolerant of others. We're still growing but we are a company of many cultures and backgrounds
Be comfortable with asynchronous conversations and an understanding of your co-worker’s roles
Be open to working some nights and weekends on a rotating basis.
Competitive compensation and benefits package based on experience
Be part of a company growing at a rocket ship pace solving a real problem.