Customer Experience Enhancement Specialist

Há 1 mês


Porto, Porto, Portugal Finoa Gmbh Tempo inteiro
Shape Excellence with Finoa

Your mission as a Customer Operations Specialist at Finoa involves driving excellence and continuously improving processes, documentations, and applications to deliver exceptional customer experiences. This role requires you to be the voice of the company, echoing our passion for crypto assets, custodianship, and trust.

Detailed Responsibilities
  • Techncially investigate and resolve complex customer inquiries efficiently.
  • Enhance existing product features by evaluating objectives, reviewing proposed changes, and providing recommendations.
  • Prepare comprehensive reference materials for internal users and customers by drafting operation instructions to expand our knowledge base.
  • Act as an owner and resolve customer problems via email, chat, and video call effectively.
Requirements and Qualifications

To succeed in this role, you will need:

  • At least 1 year of technical support experience, preferably in FinTech or Web3.
  • Tech-savvy with proficient IT knowledge and skills, including mobile device platforms.
  • Effective problem-solving, decision-making, organizational, and time management skills.
  • A strong interest in blockchain technology and crypto assets.
  • Excellent written and spoken English, with German being a plus.
  • The ability to work successfully in a team environment as well as independently.
  • Knowledge of productivity tools like Jira, GitLab, and Zendesk.
  • Advanced knowledge of Excel and Google docs, with SQL being a plus.
What's in it for You

As a Customer Operations Specialist at Finoa, you can expect:

  • A competitive salary, estimated at €50,000 - €65,000 per annum, based on your qualifications and experience.
  • 25 vacation days per year, with an additional day for each year of service, up to 30 days.
  • Access to cutting-edge technologies, high levels of autonomy, and an international working environment.
  • Flexible working hours and a hybrid work setup from both our Berlin and Porto offices.
  • Memberships to fitness (Urban Sports Club) and mental health (Likeminded) programs.
  • Free hot/cold drinks and snacks in the office, and regular All Hands meetings with pizza.


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