Customer Operations Specialist

Get to Know Voice

Voice is an NFT platform that is carbon neutral, easy to use and multi-chain compatible. At Voice, we believe that NFT technology will change the internet by introducing verified ownership to our digital world. We’re building a way for creators and communities to be rewarded for their engagement–the way it should be.

Come join us and build the future.

Description: 

We are looking for a Customer Operations Specialist to join our team. The successful candidate will be experienced in handling a wide range of cross-functional roles and be able to work independently with little or no supervision. The Customer Operations Specialist will be resourceful, flexible, and enjoy the challenges of juggling multiple tasks across the organization.

This is an exciting opportunity to join a thriving, well-funded startup with big ambitions. In addition to doing ground breaking work, this role will be pivotal in establishing a culture of openness, positive communication, and continuous learning. We are looking for the best and brightest to take our platform to the next level. Are you it? Let’s talk. 

Where you’ll make an impact:

  • Customer Success
    • Own the customer support ticketing system and triage and escalate tickets as needed
    • Provide fast, comprehensive support to customers via Zendesk
    • Become a product expert to help customers get the most out of Voice
    • Troubleshoot a wide variety of potential issues across the flow of funds, identity verification (KYC), and third party systems
    • Proactively identify emerging trends and potential bugs in customer support inquiries and escalate to the Product team as necessary
    • Provide valuable customer feedback to Product and act as the champion of Voice users while helping Voice build a marketplace that is simple, user-friendly, and easy for creators and collectors alike to use
    • Discover insights through continuous customer, user, and stakeholder engagement
    • Partner with Marketing and Legal to write customer-facing documentation to stay current with product updates, including but not limited to FAQs, Terms of Service, Guidelines, etc.
    • Collaborate with Partnerships in providing white glove experience to resident artists and curators
    • Act as the face of Voice to all customers
  • Trust and Safety
    • Collaborate with Engineering and Legal on both automated and manual moderation of content on the platform
    • Review a feed of submitted content (image, text, videos, and/or audio) to determine if content violates any community guidelines
    • Escalate, flag, and/or remove guidelines-violating content
    • Escalate any other complex or concerning content or user situations to internal team members as-needed
    • Notify users of removed content or other actions using both automated and customized email templates
    • Update records of removed content and/or user actions
    • Maintain internal documentation and workflows to account for various scenarios and actions to take
  • Payment Operations
    • Partner with Product and Finance to monitor transactions for fraud and escalate and/or action on implicated actors and transactions as needed
    • Manage KYC, CDD, EDD processes, including sanctions screening and transaction monitoring on the Voice marketplace platform
    • Oversee the output of third party FCC systems, including managing escalations requiring regulatory reporting when needed
    • Investigate potentially suspicious behavior and escalate any suspected money laundering, terrorist financing, fraud, and/or sanctions violations internally and report on as required by law

Your Experience:

  • Associate’s or Bachelor’s degree is preferred
  • Minimum two years of experience providing customer support in a high growth tech or fintech startup
  • Minimum one year of content moderation and/or social media management experience
  • Preferred experience with Zendesk, Intercom, or other CRM systems
  • Bonus points if you have knowledge of crypto, payment technology, and/or fintech

You Have/Are:

  • You care deeply about user experience and enjoy helping others
  • You have outstanding communication skills (especially written) in English
  • You are tech savvy, analytical, and a fast learner
  • You are collaborative and responsive while able to work independently and with minimal supervision
  • You have excellent time management skills and juggle multiple priorities with ease
  • You demonstrate strong attention to detail and problem solving skills
  • Your core values include discipline, integrity, and an unparalleled work ethic

APPLY HERE