Customer Support Operations Specialist

CoinFlip is a global digital currency platform company focused on providing consumers with simple and secure access to buy and sell cryptocurrency. The company operates the world's largest network of cryptocurrency kiosks by transaction volume, with more than 5,500 kiosks across 49 U.S. states, Puerto Rico, Canada, Australia, New Zealand, South Africa, Italy, Panama, Brazil, Mexico, and Spain. CoinFlip’s digital currency kiosks make buying and selling major cryptocurrencies accessible for consumers who wish to purchase digital currency using cash.

CoinFlip also operates CoinFlip Preferred, a personalized over-the-counter service that provides investors with custom, white-glove support for their cryptocurrency transactions. In 2022, CoinFlip launched CoinFlip Ventures, an investment group offering coaching, funding, and networking support to early-stage crypto and web3 projects. We also offer the CoinFlip Crypto Wallet, a self-custodial cryptocurrency wallet available for iOS and Android devices.

CoinFlip was founded in 2015 by Daniel Polotsky, Kris Dayrit, Alan Gurevich, and Ben Weiss. Headquartered in Chicago, CoinFlip placed in the top 500 on the 2021, 2022, and 2023 Inc. 5000 list, and on the 2022 and 2023 Deloitte Technology Fast 500, was named the 2021 and 2022 #1 fastest-growing company in Chicago by Crain's, ranked in Chicago Tribune’s Top Workplaces in 2021 and 2022, and was awarded the 2021 and 2022 Stevie ® Awards for Customer Service. To learn more about CoinFlip and how to get started on your digital currency journey, visit www.CoinFlip.tech.  

We are seeking a highly organized and detail-oriented CX Operations Specialist to own and execute our customer experience processes. This role will be responsible for managing and improving the end-to-end process of handling customer transactions, refunds, and compliance-related activities. The ideal candidate will have a strong background in customer support operations, process management, and compliance. 

Responsibilities: 

• Process Management: Oversee the entire customer transaction and refund process, ensuring all steps are executed accurately and efficiently. 

• Compliance Coordination: Work closely with the compliance team to ensure all transactions and refunds meet regulatory requirements. 

• Customer Support: Handle customer inquiries related to transactions and refunds, providing timely and accurate information and support. 

• Data Tracking and Reporting: Maintain accurate records of all transactions, holds, and refunds. Generate reports to track key metrics and identify areas for improvement. 

• Collaboration: Collaborate with finance, legal, and other departments to ensure seamless execution of processes and address any issues that arise. 

• Continuous Improvement: Identify opportunities to streamline and improve existing processes, implementing best practices and new technologies as appropriate. 

• Other duties as assigned.

Qualifications: 

• Experience: Minimum of 2 years in customer support operations, process management, or a related field. 

• Skills: Strong organizational and analytical skills, with the ability to manage multiple tasks and priorities. Excellent communication and interpersonal skills. 

• Knowledge: Familiarity with compliance requirements and regulations related to customer transactions and refunds. 

• Technical Proficiency: Experience with Salesforce or similar CRM systems, and proficiency in Microsoft Office Suite (Excel, Word, PowerPoint). 

Preferred Qualifications: 

• Experience with Financial Transactions: Understanding of financial transaction processes and related compliance requirements. 

• Project Management: Experience in project management and process improvement methodologies (e.g., Lean, Six Sigma). 

• Education: Bachelor’s degree in Business Administration, Operations Management, or a related field. 

Base Salary Range: $55,000-$65,000 USD

For all United States based opportunities, our comprehensive benefits package includes, for all full-time employees, competitive health, dental, and vision insurance plans through BlueCross BlueShield (employer subsidized), a generous retirement savings plan with company match up to 4%, performance based bonuses and paid time off.

Working at CoinFlip means collaborating with experienced and innovative leaders who share a clear vision and a track record of success. We offer a collaborative and positive working environment where we encourage employees to balance productivity with time to recharge.

CoinFlip values diversity in the workplace and is an equal opportunity employer committed to providing an inclusive and accessible work environment. We thank all candidates who apply, but only those selected for an interview will be contacted. 

By applying to this role, you give express consent to CoinFlip to send you informational text (SMS) messages regarding this role and the application process. You can cancel the SMS service at any time by replying "STOP" to the text message you received. If at any time you forget what keywords are supported, just reply "HELP." Message and data rates apply. If you require a special accommodation, please let us know and we’ll work with you to meet your needs.