Customer Experience Representative

As Customer Experience Representative, you will be empowered to help our customers with a range of needs from simplistic to more complex issues. This work will carry across many topics encompassing crypto trading, administrative issues, and exchange-specific issues. Your job is not only to help our customers but to help us learn as a company from each interaction so that we can make our customers’ experience as effortless as possible within a dynamic and fast-paced environment.

Key Responsibilities

• Customer Support: Delivering an outstanding customer experience for customers through inbox conversations via various channels, including live chat & email.
• Product Expertise: Growing your crypto services expertise as you develop deep subject mastery of crypto trading and exchanges.
• Proactive User Engagement: Driving continuous improvement to delight customers, acting as the voice of the customer to identify and communicate better ways to serve our customers and improve our product.
• Team Collaboration: Work closely with other support representatives and Community Moderators to ensure consistency, high quality customer service and proper escalation of feedback received from our users.

Requirements

• Excellent customer service, written and verbal communication skills with a passion to support customers through various channels.
• Minimum of 2 years of experience in customer service.
• Proven experience working with: Help Desk systems (Intercom / Zendesk), Notion, Google Workspace (Drive/Gmail/Sheets/Docs/Slides),Slack.
• Understanding of cryptocurrency/blockchain-related terminologies and trends.
• Previous experience with trading Cryptocurrencies and associated tools such as charting software and using technical analysis indicators.
• Ability to quickly defuse customer anxiety through exceptional customer service skills.
• Self-starter who is comfortable with some ambiguity within a fast-paced environment.
• Ambitious to improve skills and realise your full potential with training to develop and grow from a basic to higher level within the team
• Able to exercise independent thought and judgment, adapt to new tasks, and the ability to prioritize tasks in a multi-task environment
• Schedule flexibility as we evolve to meet the growing demands of our customers. Initial and/or future shift assignments may include evenings and weekend hours.
• Fluent in English.

Why Join 3Commas.io?

Impact at Scale‍

Drive product innovation for a platform used by millions of traders and developers worldwide.

Strategic Influence‍

Shape the product roadmap and user experience alongside executive leadership.

Culture of Growth‍

Join a passionate, talented team where ideas are valued, and careers are accelerated.

Global & Remote‍

Work flexibly from Barcelona, Tallinn, Cyprus — or remotely, in sync with our distributed product and tech teams.