[Hiring] Customer Care Advisor @Circle

Role Description

You’ll be a part of a truly amazing team of people working directly with customers 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.
• Working 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.
• Partner with Partner Managers, Business Development, Compliance, Treasury, Product and Engineering to diagnose and solve problems.
• Serve as a trusted advisor with an open, caring and approachable style of working.
• Establish, document, and refine operational processes with a focus on continuous improvement and cross-training opportunities.
• Responsible for validating and completing escalation requests.
• Handle customer calls for escalation requests.
• Involve in Incident Management to triage and communicate customer impact.
• Proactively identify opportunities to develop solutions that help the team achieve our goals.
• Developing and maintaining operational processes through documentation updates and cross-training.
• Provide coverage through "on-call" shifts as needed to support our global support model.
• Active participation and contribution to department OKRs.
• Meet defined Service Level Agreements, Objectives and Key Results.

Qualifications

• More than 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 every day.
• 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.
• Familiarity with generative AI models (ChatGPT, Gemini, etc.) and prompt development.
• Experience with data analytics tools for troubleshooting problems preferred.
• Experience in financial services or payments businesses.
• Experience contributing to departmental processes and procedures.
• Highly articulate with the ability to manage customer friction during live calls; multilingual skills preferred for the APAC region.
• Experience/familiarity with using Salesforce, Slack, Apple MacOS, and GSuite.
• Availability to work on weekends and holidays as required.

Benefits

• Circle is on a mission to create an inclusive financial future, with transparency at our core.
• Starting pay is determined by various factors, including but not limited to: relevant experience, skill set, qualifications, and other business and organizational needs.
• Please note that compensation ranges may differ for candidates in other locations.

Company Description

Circle (NYSE: CRCL) is one of the world’s leading internet financial platform companies, building the foundation of a more open, global economy through digital assets, payment applications, and programmable blockchain infrastructure. Circle’s platform includes the world’s largest regulated stablecoin network anchored by USDC, Circle Payments Network for global money movement, and Arc, an enterprise-grade blockchain designed to become the Economic OS for the internet. Enterprises, financial institutions, and developers use Circle to power trusted, internet-scale financial innovation.