What is the job? RDX Works is looking for a Customer Support ninja to join our team and be an important part of our exciting, rapidly growing FinTech business in the decentralised finance space! The successful person will be working on our Instabridge and Instapass products and will be the first point of contact for any support issues and ensure the prompt and effective resolution of questions, problems, and requests related to these. This role is perfect for someone who enjoys engaging with customers, helping them solve their needs, debug high level issues and sharing insights with your technical colleagues across the business. Please note, this is primarily a Monday to Friday job, however there may be the occasional need to work a weekend during product launches. What will you be doing?

• Investigate, troubleshoot and resolve customer issues across multiple channels, including ticketing systems, email,
• Work with Marketing team to solve issues on social channels
• Working closely with Customer Operations team, on KYC and AML applications and liaise with users where we require additional information
• Communicate effectively and empathetically with internal and external stakeholders
• Collaborate with other teams to resolve support incidents, escalations and ensure their work meets quality standards
• Report activity through analytics and insights reports
• Follow monthly and quarterly objectives based on data to improve customer satisfaction
• Proactively drive impactful changes across workflows, policies and tools by offering constructive solutions

What do you need?

• Relevant customer support experience for a technology company, start up, crypto or similar disruptive industry
• Experience working with HelpScout or other similar platforms
• Organisational skills and the ability to track multiple support tickets
• Deep care for customer experience
• The ability to wear multiple hats and work in a fast paced and changing environment
• Confident verbal communication and polished written communication
• You could be a great fit, if our company values resonate with you – Ask for help, Get shit done. Be excellent to each other. Take the initiative, You’ve got this. Do the right thing, not the easy thing. Strong opinions, loosely held

Who are we? At RDX Works, we’re a team of like-minded thinkers who have long been convinced that we’re living in the earliest stages of a global financial revolution. This revolution is being fuelled by decentralised finance (or DeFi for short), which is enabling an assortment of pioneering developers and entrepreneurs to re-invent almost every financial product that is currently traded and invested in traditional markets, without requiring central authorities or siloed infrastructure. DeFi has captured a great deal of attention and investment in the crypto-aware niche, growing assets under management from $1 billion to over $200 billion in a few years. Impressive as its growth has been, its current market size isn’t even a rounding error on the over $400 trillion held in traditional finance. We’re focused on what it will take to go from billions to trillions. RDX went back to first principles to come up with the right technical solution—the first layer-one protocol built specifically for mainstream DeFi—and we have already tested out at over 1 million transactions per second. We’re keenly aware that the need for an infinitely scalable platform is only one prerequisite among many for mass adoption, and we’re also blazing new ground in the areas of purpose-built developer tools, user experiences, and regulatory integration. We have forged a path deep into the future of what distributed ledger technology is going to look like and we need you to come and be part of the team that is making that happen right now. If this job sounds like it was made for you, then please apply directly via the link or if you don’t have an up to date CV to apply with, contact careers@rdx.works for more information. Check out our company benefits here – RDX Works Benefits
Alternatively, if you feel like you don’t match all of the requirements, we would love you to still apply anyway. We understand that confidence gaps and imposter syndrome can get in the way of meeting incredible candidates and we wouldn’t want this to prevent us from meeting you; especially as we are big advocates of helping people learn & grow. This is also another reason we do not advertise salaries, we want to keep it as even a playing field as possible!

Requirements Benefits

$70,000 — $102,500/year