Customer Experience Analyst, App Support Operations (EMEA)Dublin, Ireland
About the Company:Worldcoin (www.worldcoin.org) is an open-source protocol, supported by a global community of developers, individuals, economists, and technologists committed to expanding participation in, and access to, the global economy. Its community is united around core beliefs in the inherent worth and equality of every individual, the right to personal privacy, and open and public collaboration. These beliefs are reflected in what the community is building: a public utility to connect everyone to the global economy.
The Worldcoin Foundation (www.worldcoin.foundation) is the protocol's steward and will support and grow the Worldcoin community until it becomes self-sufficient. Tools for Humanity (www.toolsforhumanity.com) is a global hardware and software development company that helped launch Worldcoin and continues to provide support to the Foundation, in addition to operating the World App.
This opportunity would be with Tools for Humanity.
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, startup, blockchain, crypto or similar industry.Excellent written and verbal communication skills.Experience working with Zendesk, Salesforce or another similar CRM platform.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.Occasional weekend availability required, typically once per quarter.Flexibility to travel up to 15% of the time.Please provide an example or evidence of what makes you an exceptional candidate for TFH. This is not intended to be a test but a way for us to learn more about you. The format & length is up to your discretion. Paragraph form, bullet points, a link to your work or portfolio are all acceptable and encouraged.
We look forward to reviewing your application!
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