Member Services Specialist

Denver, CO Support

ShapeShift is the leading non-custodial digital asset platform, serving hundreds of thousands of customers across the world. Since 2014, ShapeShift has pioneered a new era of digital finance, earning a place as one of the most beloved and respected brands in a booming and volatile new industry. The company recently launched its new platform at beta.ShapeShift.com and is now leveraging its resources toward aggressive growth. 

Led by industry veteran Erik Voorhees, the company is seeking out the best new team members to further scale the organization and maintain leadership while the phenomenon of decentralized digital finance expands around the globe. As part of this growing team, ShapeShift is looking to hire the role of Associate Member Services Specialist.

POSITION OVERVIEW

To be a successful Associate Member Services Specialist, you will focus on becoming an expert in our Platform and an ambassador for the ShapeShift brand through daily interactions with customers. Bringing a positive attitude to your every day assignments will motivate team members and increase overall satisfaction of our customers. This a non-exempt position. This role will report directly to the Member Services Manager.

GOALS OF POSITION:

  • Provide a world-class onboarding experience for our users.
  • Ensure that customers receive a rapid and friendly experience through our omnichannel services.
  • Learn troubleshooting tactics and work with customers to solve advanced issues.
  • Master beginner compliance training in order to on-board new users to our products and services.
  • Become the expert on the ShapeShift Platform as well as our other products and resources.
  • Maintain processes in our support software, while also making optimizations when necessary. 
  • Execute manual QA testing on new product features and releases.
  • Monitor systems to ensure website and product health..
  • Digital asset balancing.
  • Assist with shipping logistics for promotional and retail products.
  • Create and nurture an environment of collaboration and positivity within the team.
  • Complete special projects as relates to the Voice of the Customer and general Member experience.

SUCCESS METRICS:

  • Achieve a 93%+ in Customer Satisfaction. 
  • Meet department standards in our epics, our core values, and work ethic.
  • Complete assigned day to day projects/tasks (assigned weekly by Member Services Manager).
  • Hit quarterly milestones of new members onboarded.
  • Present strong, proactive, and clear communication to team members and customers.
  • Lead the team with a positive attitude, manifesting our values as a department and company.

JOB SKILLS:

  • Strong interpersonal skills, always approachable and professional. 
  • Excellent time management.
  • Strong sense for exceptional customer service.
  • Proven flexibility during periods of rapid growth, with ability to learn quickly and adapt.
  • Strong sense of empathy when relating to customers and colleagues, in your own department and elsewhere in the company. 
  • Familiar with content editing.
  • Microsoft Office, Google Drive proficiency required.
  • Familiarity with Sprout Social and/or other social media aggregates.
  • Familiarity with Zendesk or similar support management software.
  • Knowledge of APIs and Postman a plus! 

EDUCATION/EXPERIENCE:

  • Minimum of 1 year of related experience required
  • Bachelor’s degree is a plus, but not required

CERTIFICATES, LICENSES AND REGISTRATIONS: 

  • Certified Bitcoin Professional is a Plus
  • Zendesk certifications a Plus

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  While performing the duties of this job, the employee is frequently required to sit. The employee is occasionally required to stand; walk; and use hands to finger, handle or feel controls. The employee must occasionally lift and/or move objects up to 50 pounds. Specific vision abilities required by this job include close vision and distance vision. This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary. 

ShapeShift is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or other legally protected status.

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Shapeshift

shapeshift.io

ShapeShift.io is the leading instant digital asset exchange, supporting dozens of blockchain tokens including Bitcoin, Ethereum, Monero, Zcash, Dash, Dogecoin and many more!


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