Customer Experience Specialist (Web3)

TL;DR

Customer Experience Specialist (Web3): Providing technical and operational support for Enterprise SaaS crypto tax and accounting platforms with an accent on issue resolution and client communication. Focus on troubleshooting complex crypto-related queries and collaborating with engineering teams to improve product reliability.

Location: Must be based in Singapore. Candidates must be legally authorized to work in Singapore without company-sponsored visa support (e.g., Employment Pass or Permanent Resident status).

Company

hirify.global is a SaaS platform that streamlines and automates tax reporting and accounting activities for digital assets, serving enterprises, Big 4 accounting firms, and government agencies.

What you will do

• Act as the initial point of communication for Enterprise customers via a ticketing system (Zendesk).
• Investigate and resolve customer-reported issues on Crypto Tax and Accounting platforms, providing workarounds or collaborating with Engineering.
• Identify customer needs and assist them in utilizing specific product features.
• Partner with Product, Engineering, and SMEs to resolve complex issues and track tickets using Linear.
• Participate in a rotational 24/7 on-call incident response to address critical customer-impacting issues.
• Create and maintain internal and customer-facing documentation to enable scalable knowledge sharing.

Requirements

• Must be based in Singapore with valid work authorization (no sponsorship provided).
• Business level fluency in English.
• 1+ years of experience in Customer Support or a related field.
• Proficiency in using Excel to organize, analyze, and interpret data.
• Strong written communication and cross-team collaboration skills.
• Ability to troubleshoot technical issues and identify underlying causes.

Nice to have

• Proficiency in Mandarin.
• Experience with blockchain or cryptocurrency data.
• Passion for and curiosity about the crypto space.

Culture & Benefits

• Opportunity to be a pivotal part of the company's global expansion and the launch of the Singapore office.
• Professional environment requiring high levels of teamwork and trust to achieve organizational goals.
• Work with a cutting-edge SaaS platform backed by leading Silicon Valley VCs.