Purpose of the Job:

As a Client Service Agent at VALR, you will be key to delivering excellent customer satisfaction and long-term retention. Your main goal is to offer fast, effective support to a wide range of customers—answering questions, solving problems, and improving their overall trading experience.

What You’ll Do:

• Own customer questions and tickets assigned to you, resolving them either independently or by seeking technical support or assistance from teams outside Client Service when needed.

• Meet service level agreements by delivering high-quality solutions and resolving all customer queries within 4 hours.

• Help customers with updates about the VALR platform, unblock accounts when required by system procedures, respond to onboarding questions, handle basic transaction and trading queries, and support customers who have been scammed.

• Escalate more complex issues when appropriate, while still maintaining full ownership of the case.

• Ensure responses are clear and easy to understand by using simple language.

• Additional responsibilities include:

• Suggest improvements to customer support tools, systems, and processes.

• Support the team when needed to maintain a collaborative working environment.

• Train other team members to improve overall performance and develop skills.

• Continue growing by actively seeking learning and development opportunities.

• Provide support across different areas of interest within the business and gain exposure to them.

• Participate in projects focused on improving customer support and broader business operations.

• Conduct Customer Success Quality Assurance to uphold service quality.

• Review and respond to App Store feedback to address customer concerns and enhance the user experience.

What We’re Looking For:

• Proven experience in customer service, ideally in finance or the cryptocurrency industry.

• Strong communication skills and fluency in written and spoken English (additional languages are a plus).

• Excellent problem-solving skills with strong attention to detail.

• Ability to multitask and prioritise effectively in a fast-moving environment.

• Knowledge of cryptocurrency markets, blockchain technology, and trading platforms.

• Understanding of regulatory requirements and a strong commitment to compliance.

• Empathy and patience when working with customers who have different needs and concerns.

• Ability to explain technical details about VALR’s crypto products and services in a simple way.

• The ability to prioritise tasks independently and manage time effectively in a fast-paced setting.

What You Can Expect from VALR:

• Competitive salary: Earn well in an exciting industry.

• Leave: Statutory leave requirements apply based on country, in addition to flexible leave.

• Remote work: Work from anywhere you want, provided you maintain secure and reliable internet connectivity.

• Home office support: You’ll receive a Mac laptop and a discretionary allowance to purchase the additional items you need to work comfortably from home. Everything is yours to keep after three years (terms and conditions apply).

• Learning fund: R20,000 per employee annually for upskilling (converted to your payment currency), plus scheduled VALR training.

• Performance bonus: Discretionary bonuses for contributions to VALR’s success.

• Regular team meetups outside of work.

• Annual company retreats.

$90,000 — $180,000/year