Customer Experience Analyst, App Support Operations (Emea)

About the Company : World is a network of real humans, built on privacy-preserving proof-of-human technology, and powered by a globally inclusive financial network that enables the free flow of digital assets for all.

It is built to connect, empower, and be owned by everyone.

This opportunity would be with Tools for Humanity.

Location : Dublin, Ireland

About the Role : Investigate, troubleshoot and resolve customer issues across multiple channels, including ticketing and social media.

Communicate effectively and empathetically with internal and external stakeholders.

Be the escalation point for complex user issues and work with product and engineering teams to resolve bugs and incidents.

Collaborate with our BPO partners to resolve support incidents, escalations and ensure their work meets quality standards.

Proactively drive impactful changes across workflows, policies, and tools by partnering with external support teams and cross-departmental teams.

About you : 3+ years of relevant support analyst experience for a technology company, start up, blockchain, crypto or similar industry

Excellent written and verbal communication skills

Experience working with Zendesk, Salesforce or another similar CRM platforms

Organizational skills and the ability to track multiple projects

Basic Excel / Sheets skills required

The ability to wear multiple hats and work in a fast paced and changing environment

English proficiency required.

Multilingual proficiency in Portuguese, Spanish and / or German preferred

Ability to work in a hybrid work environment

Weekend availability required, along with flexibility to accommodate changing shift schedules

Flexibility to travel up to 15% of the time.

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