Customer Care Advisor at Circle (circle.com)

You're a mid-level professional with at least three years of experience in a fast-paced global support team, skilled at clearly communicating complex issues and

Work type: remote

Location: San Francisco - remote first in US | Salt Lake City - remote first in US | Phoenix - remote first in US | Los Angeles - remote first in US | Chicago - remote first in US | Boston - remote first in US | Austin - remote first in US | New York City - remote first in US | Miami - remote first in US | Tampa - remote first in US | Atlanta - remote first in US | Columbus - remote first in US | Boise - remote first in US | San Diego - remote first in US | Minneapolis - remote first in US | Houston - remote first in US | Raleigh - remote first in US | Nashville - remote first in US | Kansas City - remote first in US | Charlotte - remote first in US | Portland - remote first in US | Philadelphia - remote first in US | Dallas - remote first in US | Washington D.C. - remote first in US | Seattle - remote first in US

Salary: $30 – $41/hr

Type: Full-time

Summary

You're a mid-level professional with at least three years of experience in a fast-paced global support team, skilled at clearly communicating complex issues and passionate about customer experience. **What makes it worth a look...** Circle is offering a fully remote Customer Care Advisor role with a base pay range of $29.50 - $41.00 per hour, working for a leading internet financial platform company. **You might be a good fit if you...** * Have working knowledge of ticket support systems, such as Salesforce. * Are familiar with generative AI models like ChatGPT and Gemini, including prompt development. * Have experience in financial services or payments businesses. * Are comfortable using Slack, Apple MacOS, and GSuite.

Job Description

Circle (NYSE: CRCL) is one of the world’s leading internet financial platform companies, building the foundation of a more open, global economy through digital assets, payment applications, and programmable blockchain infrastructure. Circle’s platform includes the world’s largest regulated stablecoin network anchored by USDC, Circle Payments Network for global money movement, and Arc, an enterprise-grade blockchain designed to become the Economic OS for the internet. Enterprises, financial institutions, and developers use Circle to power trusted, internet-scale financial innovation. Learn more at [circle.com](http://circle.com/).

What you’ll be part of:

Circle is committed to visibility and stability in everything we do. As we grow as an organization, we're expanding into some of the world's strongest jurisdictions. Speed and efficiency are motivators for our success and our employees live by [our company values](http://careers.circle.com/us/en/#working-at-circle): High Integrity, Future Forward, Multistakeholder, Mindful, and Driven by Excellence. We have built a flexible work environment where new ideas are encouraged and everyone is a stakeholder.

What you’ll be responsible for:

You’ll be a part of a truly amazing team of people working directly with customers around the world, helping them to utilize the full potential of Circle while providing an outstanding customer experience with every interaction. Daily activities will include resolving general inquiries all the way through to troubleshooting complex technical issues within defined service levels and timescales. You’ll work closely with peers and internal stakeholders on projects and initiatives designed to scale our 24/7 operation. 

What you'll work on:

• Engage with customers to resolve issues that come through as support tickets to our team 

• Craft well-written, tailored communications to help customers resolve their issues 

• Partner with Partner Managers, Business Development, Compliance, Treasury, Product and Engineering to diagnose and solve problems 

• Serve as a trusted advisor with an open, caring and approachable style of working 

• Establish, document, and refine operational processes with a focus on continuous improvement and cross-training opportunities. 

• Responsible for validating and completing escalation requests 

• Handle customer calls for escalation requests 

• Involve in Incident Management to triage and communicate customer impact 

• Proactively identify opportunities to develop solutions that help the team achieve our goals 

• Developing and maintaining operational processes through documentation updates and cross-training 

• Provide coverage through "on-call" shifts as needed to support our global support model 

• Active participation and contribution to department OKRs 

• Meet defined Service Level Agreements, Objectives and Key Results. 

• 3+ years of prior experience working in a fast paced global support team

• A talent for writing and a skill for communicating complex problems clearly

• You care deeply about the customer experience and strive to refine your skills everyday 

• You’re a highly motivated and caring person who has a passion for learning 

• A core principle of yours is sharing knowledge and helping people do their very best work 

• You enjoy the challenge of solving open-ended problems in a timely manner 

• A working knowledge of ticket support systems, such as Salesforce 

• Familiarity with generative AI models (ChatGPT, Gemini, etc.) and prompt development. 

• Experience with data analytics tools for troubleshooting problems preferred 

• Experience in financial services or payments businesses

• Experience contributing to departmental processes and procedures 

• Highly articulate with the ability to manage customer friction during live calls

• Multilingual skills preferred

• Experience/familiarity with using Salesforce, Slack, Apple MacOS and GSuite. 

• Availability to work on weekends and holidays as required. 

Base Pay Range: $29.50 - $41.00

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