Customer Support Representative

United States

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, Cryptocurrency, BiotechnologyIndustries

Requirements

Candidates should have at least 1 year of experience in customer support or call center work and possess excellent written and verbal communication skills. Knowledge of the cryptocurrency industry, including blockchain technology and major cryptocurrencies like Bitcoin, is a plus, as is familiarity with the Zendesk platform. The ability to thrive in a fast-paced, dynamic environment is also essential.

Responsibilities

The Customer Support Representative will be responsible for managing the entire customer experience lifecycle, handling all forms of customer contact via phone, email, and text using tools like Zendesk, Gmail, and Slack. This includes answering questions, resolving tickets promptly and professionally, troubleshooting account blockers, and monitoring "ID Approval" requests. Representatives will also collaborate with Compliance and Operations teams to address machine malfunctions and compliance issues, document customer interactions, fill out scam reports, process refunds for crypto orders, and monitor ATM machines. Additionally, they will track and interpret transactions via the blockchain ledger and follow up with customers who have not completed transactions.

Skills

Customer Support

Zendesk

Gmail

Slack

Troubleshooting

Communication

Multitasking

Compliance

Problem-Solving

Bitcoin Depot

Converts cash to Bitcoin via kiosks

About Bitcoin Depot

Bitcoin Depot specializes in converting cash into Bitcoin, making it easier for cash users to access the digital financial ecosystem. The company operates over 7,000 Bitcoin kiosks and ATMs across the United States and Canada, allowing users to quickly and securely exchange cash for Bitcoin. Additionally, Bitcoin Depot offers the BDCheckout service, enabling customers to fund their Bitcoin wallets at checkout counters in over 6,000 retail locations. For online transactions, users can buy Bitcoin using debit or credit cards through a partnership with Simplex. Bitcoin Depot differentiates itself from competitors by focusing on cash users, including those without easy access to traditional banking services, and providing multiple convenient channels for cash conversion. The company's goal is to bridge the gap between cash and digital currency, making Bitcoin accessible to a diverse clientele.

Atlanta, GeorgiaHeadquarters

2016Year Founded

IPOCompany Stage

Fintech, Crypto & Web3Industries

51-200Employees

Benefits

Health benefits + employer contribution

Premium coffee & gourmet teas

Weekly catered lunch

Monthly company outings & celebrations

Quarterly philanthropy activity

Company paid fitness pass

401k matching

Risks

Increased competition from other cryptocurrency ATM providers may erode market share.

Regulatory scrutiny on cryptocurrency transactions could impact operations in North America.

Volatility of cryptocurrency prices poses a risk to Bitcoin Depot's revenue model.

Differentiation

Bitcoin Depot operates the largest cryptocurrency ATM network in North America.

The company offers multiple channels for cash-to-Bitcoin conversion, including ATMs and BDCheckout.

Bitcoin Depot's partnership with Simplex allows online Bitcoin purchases via debit or credit card.

Upsides

Expansion into Australia with 125 ATMs opens new international growth opportunities.

Partnerships with retail chains enhance ATM accessibility and user convenience.

Growing interest in Bitcoin as an inflation hedge could drive more users to services.

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