BuyCoins (Y Combinator S18) is a cryptocurrency exchange for Africa. BuyCoins is the easiest and fastest way to buy or sell Bitcoin, Ethereum, and Litecoin using your Naira debit cards or local bank account.

At BuyCoins, we believe cryptocurrencies will open up Africa to a global system of value transfer. By joining us, you’ll be part of a fast-growing African startup that sets out to make its mark in the global cryptocurrency space. We are looking for a Customer Success Associate to help strengthen our relationship with our customers by helping them through their issues and improving their experience with us.

Role Description

• Respond quickly to customers via all available channels — email, social media, live chat and phone calls.
• Ensure prompt resolution (often within minutes, always within 24 hours) of cases or provide feedback to customers in cases where this isn’t possible.
• Escalate complex cases to the appropriate teams and follow up to ensure resolution.
• Make routine customer success calls to learn about users' experiences with BuyCoins and ways we can improve the product.
• Generally - anything that concerns helping users solve their problems, guiding them through the process and making their experience better (both in the long and short term)

Job Requirements

• Excellent writing, speaking, comprehension and interpersonal skills.
• Empathy and patience. You will be dealing with people everyday, some of whom might be rude or cranky. As such, you will need to have a calm and pleasant disposition at all times.
• Ability to take initiative and be proactive. Customer success is not only about responding to customer complaints, but also about anticipating customers' needs and ensuring they have a great experience.
• A passion for building amazing products and user experiences
• A university degree is not required ;)

Benefits

• A competitive salary.
• MacBook Air
• 20 days paid leave each year (in addition to official Nigerian Public holidays)
• Health insurance and gym access
• Subsidised lunch
• Pension plan
• Awesome teammates

This is a full-time, on-site position. You will need to report to our office in Yaba, Lagos on weekdays. You will also be expected to be on-call on some weekends, but this can be done remotely.

If this is something you’re interested in, please apply here. Please make sure you proof-read everything as we are a company that really cares about attention to detial!