Customer Service Officer (Remote)

Customer Service Officer | Digital Surge | Australia

Founded in 2017, Digital Surge is one of Australia’s pioneering cryptocurrency exchanges. Based in Brisbane and regulated by AUSTRAC, we’re dedicated to making crypto accessible and straightforward for everyday Australians through our user-friendly app and platform. 

We take pride in our exceptional service, and this role is at the very heart of that ethos. As we expand our customer support team, we’re looking for a proactive, motivated individual with a passion for crypto to help us deliver outstanding service and support.

Your Role and Responsibilities

• Provide responsive and friendly support through various communication channels, primarily chat and email, to address customer questions, troubleshoot issues, and enhance their experience with us.
• Act as a problem-solver, handling customer concerns with patience and accuracy. Escalate critical issues to management and work together to find effective solutions.
• Submit detailed tickets to the Development Team, sharing valuable customer insights and feedback to support platform improvements.
• Assist with verifying customer identities and ensure compliance with KYC and AML regulations, safeguarding the integrity of our platform.
• Help customers feel confident using our platform by guiding them through features, answering questions, and ensuring they have a clear understanding of how to manage their crypto with ease.
• Strive to exceed customer expectations with every interaction, delivering exceptional service, timely follow-ups, and a positive experience that aligns with our commitment to quality.

What We Are Looking For:

Passionate about Crypto: You have a genuine interest in the world of cryptocurrency and are excited to help others navigate and feel comfortable with this evolving technology.

Customer-Focused Mindset: You thrive on providing outstanding service, with a customer-first attitude that ensures every interaction is positive, helpful, and empathetic.

Excellent Communicator: You have strong verbal and written communication skills, making it easy for customers to understand complex topics in a friendly and approachable way.

Proactive Problem-Solver: You don’t wait for solutions to come to you; you actively seek out answers, make improvements, and address issues with a hands-on approach.

Team Player with Initiative: You’re comfortable working closely with other teams, like Development, and are always willing to contribute insights and suggestions that improve our service and platform.

Adaptable and Quick Learner: You enjoy learning in a fast-paced, ever-evolving environment, staying informed on crypto trends and platform updates to provide the best support possible.

Experience in Customer Support (Bonus in Tech or Finance): You bring experience in customer support or a similar role. Experience in tech or finance is a plus, but not essential.

What We Offer:

• Opportunity to immerse yourself in the growing crypto industry, with endless chances to learn and expand your knowledge.
• Receive dedicated training and mentorship to succeed and grow in your role.
• Enjoy a primarily remote role that offers flexibility and work-life balance.
• Be part of a dynamic, supportive, and team-oriented work culture.
• Join a passionate team that values and believes in the impact of our work.

How to Apply (IMPORTANT): 

We are looking for detailed oriented people who took the time to read the entire ad, including this section (congrats, you’ve made it!) 

• Include your CV
• Provide a short answer to these questions: 

1. Why are you applying for this job? 
2. Why do you think it’s the right role for you? 

 Thanks, and we look forward to hearing from you! 

Tagged as: remote, remote job, virtual, Virtual Job, virtual position, Work at Home, work from home