Customer Relations Agent

Gnosis Pay is the first Decentralized Payment Network (DPN), bridging the gap between real-world payments and blockchain transactions. By introducing the first-of-its-kind Visa-certified debit card directly connected to a self-custodial crypto wallet instead of a traditional bank account, Gnosis Pay makes the transition from Web2 to Web3-based payments simple and intuitive. Gnosis Pay is an open framework, providing the platform and tooling for Web3 projects, wallets, and financial institutions to build their own decentralized payment solutions. For more information about Gnosis Pay, check out our website: gnosispay.com.

About the role

Become a part of our energetic Customer Operations team, where putting customers first and delivering world-class customer service is the core of our mission. In this role, you will engage directly with cardholders, ensuring their needs and expectations are not just met, but exceeded. This role is more than just responding to inquiries; it's about building lasting relationships, embodying our brand values in every conversation, and being an advocate for our users' needs. We expect you to actively listen to customer feedback and be a driving force for change within our organization. This includes suggesting innovative ways to enhance our service quality – from rethinking our operational processes to spearheading advancements in our internal systems.

1. Engage Directly with Cardholders: Handle inquiries and concerns with a focus on providing personalized and empathetic service.
2. Problem Solving: Address and resolve cardholder issues promptly, using creative and effective solutions.
3. Educate and Inform: Help cardholders understand our products and services, guiding them to make the most of what we offer.
4. Feedback Implementation: Actively listen to cardholder feedback and collaborate with internal teams to translate this feedback into tangible improvements in our processes and systems.
5. Process Optimization: Contribute to the continuous refinement of our operational procedures to enhance cardholder satisfaction.
6. Brand Advocacy: Represent and embody our company's values in every interaction, strengthening our brand’s relationship with its customers.
7. Team Collaboration: Work closely with other team members and departments to develop strategies that improve overall service quality and efficiency.
8. Stay Informed and Adapt: Keep up-to-date with industry trends and best practices to ensure our service standards remain cutting-edge.

Who you are

• Customer-Centric: Your approach is always focused on understanding and meeting the customer needs, ensuring that every action you take contributes positively to their experience.
• You are fluent in English and Portuguese.
• Eager to Learn: You have a strong desire to grow, not only in your role but also within the blockchain industry. You stay informed about industry trends and continuously seek opportunities to enhance your skills.
• Effective Communicator: With excellent verbal and written communication skills, you can convey information clearly and empathetically to a diverse range of customers.
• Problem Solver: You are adept at identifying issues and finding creative, practical solutions to resolve them efficiently.
• Empathetic Listener: You have the ability to understand and share the feelings of others, which helps in building strong relationships with cardholders.
• Team Player: You work well in a collaborative environment and are willing to share knowledge and support your colleagues.
• Adaptable and Resilient: You are comfortable with change and can maintain high performance levels even in challenging situations.
• Detail-Oriented: You pay close attention to the details, ensuring accuracy and thoroughness in your work.
• Advocate for Improvement: You're not just a participant but a contributor, always looking for ways to improve our services and processes.

Nice to have

• Familiar with Web3 & DeFi: You understand the core concepts of decentralized finance & blockchains, and have had experience buying/selling/swapping/bridging tokens.
• Relevant Prior Experience: While not mandatory, previous experience in customer service or a related field or being a Discord mod is beneficial.

What we can offer you

• Personal Development: Pursue your professional goals with our support, including personal education budgets and conference allowances. We invest in your growth and learning.
• Innovation and Experimentation: Interested in exploring new ideas? Dedicate your Friday afternoons to research or work on a side project within our ecosystem. We encourage creativity and experimentation.
• Flat Hierarchy: Navigate with ease in our organization. Our flat hierarchy ensures your ideas and contributions are valued and heard, without getting lost in a complex structure.
• Flexible and Remote Work: Not a morning person? No problem! We embrace flexible working schedules and have a long-standing culture of remote work. Balance your professional and personal life in a way that works for you.
• State-of-the-Art Equipment: Receive the latest hardware and all the tools you need. We make sure you're well-equipped to do your best work.
• Growth and Opportunity: Grow with us in an exciting industry. As Gnosis rapidly expands, so do the opportunities for you to make a significant impact. We value initiative and a proactive approach.
• Inclusive and Diverse Culture: At Gnosis, we are committed to creating an inclusive environment that celebrates diversity. We believe our products and services are enhanced by a wide range of perspectives. All qualified applicants will receive consideration for employment without regard to race, ethnic origin, age, religion, belief, marital status, gender identification, sexual orientation, or physical ability.
• Community and Mission: Join a team that's passionate about our mission and enjoys working together. We’re not just colleagues; we’re a community driven by a shared goal.