Location: All cities,NJ, USA
**Customer Experience Associate, Operations**
at Voyager Digital Remote Voyager is a Publicly traded company listed on the Toronto Stock Exchange (VOYG), OTC Markets (VYGVF) and the Frankfurt Exchange (UCD2). Voyager is the global leader in agency cryptocurrency brokerage. At Voyagerwe are building the financial services firm of the future that will be used by millions of users globally to easily access trade, invest and earn in the cryptocurrency markets.
We are a team of finance and technology industry veterans dedicated to empowering and servicing investors in one ofthe most exciting asset classes to date - crypto. Our founders stem from reputable finance and technology organizations like E*TRADE, Uber, TradeIt, Lightspeed Financial and more.
The Voyager team includes employees with diverse backgrounds and skills. Our culture has quickly grown into one that promotes collaboration, transparency, and entrepreneurialism.
To learn more about Voyager please visit us at .
We are changing the world and love what we do so if you want to work at a fast paced, exciting environment please apply.
****About the Role:****
Voyager is seeking a Customer Experience (CX) Associate, Operations, to assist customers using our core product and services.
This role will support multiple workflows, regarding a broad range of client and product functions, specific to the operational component of Customer Experience; i.e. Know Your Customer (KYC) onboarding, fiat and blockchain analysis. To be successful, you must be an advocate for our customers, striving to provide a positive and personal experience throughout each interaction. In addition, you must also be able to identify situations that require additional support and feel comfortable escalating difficult or complex situations to your Team Lead. You will also have the opportunity to learn a lot about startups, cryptocurrency, mobile app development and much more!
This role works closely with other associates, Team Leads, Supervisors and Management, both in Operations and Service. This role will report up to a CX Supervisor, Operations.
****Responsibilities:****
* Review and process KYC related documentation as part of onboarding and account maintenance processes.
* Review and process customer transfer requests including blockchain & fiat under internal SLAs
* Respond to related customer tickets
* Recognize customer needs and assist in their use of specific features
* Update Customer Relationship Management (CRM) systems with account specific information and pertinent customer interactions
* Report potential fraudulent situations
* Report technical issues raised by customers, including bugs and feature requests
* Inform customers about new features and functionality
* Follow up with customers to ensure resolution of issues
****Qualifications:****
* 1+ years experience in customer service or operations; financial customer experience a plus
* Experience using customer service platforms including reporting and navigating a plus
* Experience with ZenDesk, Atlassian, Slack a plus
* Excellent written and verbal communicator with superior problem-solving skills
* Committed to timely and accurate work
* Ability to multitask and prioritize in a fast-moving environment
* Ability to asses issue severity and escalate in a timely manner
* Friendly, empathetic and patient
* Seeking an exciting opportunity in crypto
* Familiarity with cryptocurrency and mobile apps a plus
**What we offer**
* Competitive Salary
* Employee Benefits including healthcare (medical, dental, vision) and 401k
* Stock Options
* Unlimited PTO
Voyager is headquartered in New York City with satellite offices in New Jersey, California, Toronto and Bordeaux.
Please contact us via the button below or at ...@investvoyager.com with your resume and a brief explanation as to why you would like to join the Voyager team.
*Please note that during COVID-19 we are working remotely.
**Voluntary Self-Identification**
For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.
As set forth in Voyager Digitals Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.
Gender Gender Gender
Please identify your race Please identify your race Please identify your race
If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:
A disabled veteran is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.
A recently separated veteran means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
An active duty wartime or campaign badge veteran means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
An Armed forces service medal veteran means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
Veteran Status Veteran Status Veteran Status
Form CC-305
OMB Control Number 1250-0005
Expires 05/31/2023
**Voluntary Self-Identification of Disability**
We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.
Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labors Office of Federal Contract Compliance Programs (OFCCP) website at .
You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.
Disabilities include, but are not limited to:
* Autism
* Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
* Blind or low vision
* Cancer
* Cardiovascular o