• Work Location: Dublin, Irelend (100% on-site)
• Contract type: 6-month fixed term contract
• Hours Per Week: 37.50
• Client: A leading platform in the cryptocurrency industry, providing a secure and user-friendly way to buy, sell, and manage digital assets.
Scope and Key Accountabilities of Role:
As a Complaints Analyst, you’ll be the backbone of the company’s customer support, ensuring swift and effective resolution of customer issues across multiple channels. You’ll lead investigations, manage escalations, and drive process improvements—all while maintaining a high standard for support quality and customer advocacy. Your expertise in data analysis, stakeholder communication, and process optimization will be key to our success in a fast-paced, evolving fintech environment.
Responsibilities:
Customer Issue Resolution:
• Investigate, troubleshoot, and respond to customer complaints via email, chat, and phone.
• Lead the documentation and resolution of customer issues with speed and accuracy.
Escalation Management:
• Manage, prioritize, and resolve Tier 2 issues and complex escalations with minimal guidance.
Stakeholder Communication:
• Communicate clearly and empathetically with internal and external stakeholders at all levels.
Process Improvement:
• Identify process gaps, propose actionable improvements, and lead efforts to streamline operations.
• Act as a Subject Matter Expert (SME), analyzing workflows and taking ownership of key processes.
Data Management & Reporting:
• Organize and maintain documentation; analyze data to create visualizations of complaint trends and insights.
Customer Advocacy:
• Represent the voice of the customer, relay feedback to internal teams, and drive impactful changes to workflows, policies, and tools.
Legal Collaboration:
• Assist the legal team by researching complex customer issues and analyzing evidence.
Adaptability:
• Thrive in a dynamic, fast-paced environment, demonstrating flexibility, continuous learning, and a willingness to adapt.
What skills you will need:
• Minimum 3 years in financial services, crypto, investigations, legal, or tech industries.
• Experience with voice, email, and chat support channels.
• Exceptional problem-solving and root cause analysis.
• Outstanding verbal and written communication skills.
• Ability to work under pressure, meet deadlines, and manage multiple projects.
• High attention to detail and strong proofreading skills.
• Fluency in English (read, write, speak).
• Motivated by company’s mission and delivering an outstanding customer experience.
• Willingness to work defined shifts and in the office as required.
Nice-to-Have Qualifications:
• Project Management: Experience in project management, analytics, or vendor management.
• Technical Skills: Advanced knowledge of Google Apps, JIRA, Client Service Cloud.
• Partnerships: Experience working with external business partners.
• Crypto Knowledge: Intermediate+ understanding of company’s products, crypto ecosystem, Web3, DeFi, and blockchain fundamentals.
• Education: Advanced degree in Business or Finance (preferred but not required)
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