Customer Care Advisor

Confirmed live in the last 24 hours

Locations

London, UK • Remote

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Data Analysis

Sales

Salesforce

Communications

Requirements

3+ years of prior experience working in a fast paced global support team
Have a talent for writing and a skill for communicating complex problems clearly
You care deeply about the customer experience and strive to refine your skills everyday
Have experience leading and managing projects that improve the customer experience journey and internal growth of the company
You're a highly motivated and caring person who has a passion for learning
A core principle of yours is sharing knowledge and helping people do their very best work
You enjoy the challenge of solving open-ended problems in a timely manner
Have a working knowledge of ticket support systems, such as Salesforce
Experience providing Live Chat Support and/or Social Media Support preferred
Experience with data analytics tools for troubleshooting problems preferred
Experience in financial services or payments businesses
Experience mentoring other team members preferred
Experience contributing to departmental processes and procedures
Experience/familiarity with Slack, Apple MacOS and GSuite
Availability to work on weekends and holidays

Responsibilities

Engage with customers to resolve issues that come through as support tickets to our team
Craft well written, tailored communications to help customers resolve their issues
Be a senior member of support to customers and other care team members
Partner with Customer Success, Sales, Product and Engineering to diagnose and solve problems
Serve as a trusted advisor with an open, caring and approachable style of working
Manage multiple competing priorities to achieve results for every customer
Proactively identify opportunities to develop solutions that help the team achieve our goals
Multistakeholder - you have dedication and commitment to our customers, shareholders, employees and families and local communities
Mindful - you seek to be respectful, an active listener and to pay attention to detail
Driven by Excellence - you are driven by our mission and our passion for customer success which means you relentlessly pursue excellence, that you do not tolerate mediocrity and you work intensely to achieve your goals
High Integrity - you seek open and honest communication, and you hold yourself to very high moral and ethical standards. You reject manipulation, dishonesty and intolerance

Circle is a global financial technology firm that enables businesses of all sizes to harness the power of digital currency and public blockchains for payments, commerce and financial applications worldwide. Circle platforms and products provide a suite of internet-native financial services for payments, treasury infrastructure and capital formation. Circle is also a principal developer of USD Coin (USDC), which has become the fastest growing dollar digital currency in the world. USDC has grown to over 44+ billion in circulation and supported over $1.7+ trillion in transactions in the past year. Circle’s payments and treasury infrastructure services available through the Circle Account and APIs helps bridge the legacy financial system and digital currency and blockchain based finance. Combined, Circle’s suite of services helps companies to participate in a more open, global and inclusive financial system.

What you’ll be part of:

With the mission “To raise global economic prosperity through the frictionless exchange of value,” Circle was founded on the belief that the internet, blockchains and digital currency will rewire the global economic system, creating a fundamentally more open, inclusive, efficient and integrated world economy. We envision a global economy where people and businesses everywhere can more freely connect and transact with each other with new technologies for digital money and internet-native finance. We believe such a system can raise prosperity for people and companies everywhere. Our mission is powered by the values we espouse and which we expect all Circlers to respect. We are Multistakeholder, serving the needs of our customers, our shareholders, our employees and families, our local communities and our world. Furthermore, we are also Mindful, Driven by Excellence, and High Integrity.

What you’ll be responsible for:

You’ll be a part of a truly amazing team of people working directly with customers of all sizes around the world, helping them to utilize the full potential of Circle while providing an outstanding customer experience with every interaction. Daily activities will include resolving general inquiries all the way through to troubleshooting complex technical issues within defined service levels and timescales. You’ll work closely with peers and internal stakeholders on projects and initiatives designed to scale our 24/7 operation.

What you’ll work on:

Engage with customers to resolve issues that come through as support tickets to our team
Craft well written, tailored communications to help customers resolve their issues
Be a senior member of support to customers and other care team members
Partner with Customer Success, Sales, Product and Engineering to diagnose and solve problems
Serve as a trusted advisor with an open, caring and approachable style of working
Manage multiple competing priorities to achieve results for every customer
Proactively identify opportunities to develop solutions that help the team achieve our goals

You will aspire to our four core values:

Multistakeholder - you have dedication and commitment to our customers, shareholders, employees and families and local communities.
Mindful - you seek to be respectful, an active listener and to pay attention to detail.
Driven by Excellence - you are driven by our mission and our passion for customer success which means you relentlessly pursue excellence, that you do not tolerate mediocrity and you work intensely to achieve your goals.
High Integrity - you seek open and honest communication, and you hold yourself to very high moral and ethical standards. You reject manipulation, dishonesty and intolerance.

What you’ll bring to Circle:

3+ years of prior experience working in a fast paced global support team
Have a talent for writing and a skill for communicating complex problems clearly
You care deeply about the customer experience and strive to refine your skills everyday
Have experience leading and managing projects that improve the customer experience journey and internal growth of the company
You’re a highly motivated and caring person who has a passion for learning
A core principle of yours is sharing knowledge and helping people do their very best work
You enjoy the challenge of solving open-ended problems in a timely manner
Have a working knowledge of ticket support systems, such as Salesforce
Experience providing Live Chat Support and/or Social Media Support preferred
Experience with data analytics tools for troubleshooting problems preferred
Experience in financial services or payments businesses
Experience mentoring other team members preferred
Experience contributing to departmental processes and procedures
Experience/familiarity with Slack, Apple MacOS and GSuite.
Availability to work on weekends and holidays

We are an equal opportunity employer and value diversity at Circle. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

#LI-Remote

201-500 employees

Website

Platform for businesses to accept payments and send payouts

Company Overview

Circle's mission is to raise global economic prosperity through programmable internet commerce. The company is a global financial technology firm that’s at the center of digital currency innovation and open financial infrastructure.

Benefits

Paid time off - We offer flexible paid time off — take what you need as long as it works with you and your team, and all Circle employees get mobile phone and home office reimbursements.
Health coverage - No matter where you live, we offer a market competitive suite of benefits. Enroll in health, dental, vision, disability, and life insurances, and Circle covers some or all of the premiums.
Invested in your future - All U.S. full-time and part-time employees enjoy 401(k) and pensions (with 4% company match if you contribute 5% or more), and share Circle’s success via company equity awards.
Learning & development - Your individual growth and development is important to us and we provide the resources to help you grow your career while at Circle.

Company Core Values

We are Multistakeholder - As an institution, we exist in a broad stakeholder context, which means that we must organize, incentivize and measure ourselves against meeting the needs of all of our stakeholders — our customers, our shareholders, our employees and families, our local communities and our world.
We are Mindful - We seek to be present and aware, to be respectful, active listeners (with each other and with our customers alike), and to pay attention to detail. We don’t rush to judgement, and when we are swept up by strong emotions we patiently observe and acknowledge them and try to not just react. Our mindfulness leads to better understanding, and more respectful, careful and deliberate choices.
We are Driven by Excellence - We are driven by our mission and our passion for customer success. Being driven also means that we relentlessly pursue excellence, that we do not tolerate mediocrity, that we reward based on merit, and that we work intensely to achieve our goals. Being driven doesn’t mean that we are assholes and plough over people or tolerate a culture of aggressiveness. We are a team. Part of our drive is to bring everyone along in our collective achievement.
We are High Integrity - We seek open and honest communication, and hold ourselves to very high moral and ethical standards. When we say we will do something, we do it. When we are having difficulty and need help, we talk about it. We treat each other and our customers with the utmost respect. We reject manipulation, dishonesty and intolerance. We welcome vulnerability and uncertainty, which needs to be listened to in order to bring people along, and helps us to constantly learn and improve. Our customers and partners implicitly experience us as high integrity, and our customer centric choices demonstrate this to them again and again.