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Customer Support Specialist

Kiln

Kiln

Customer Service
London, UK · Illinois, USA
Posted on Tuesday, January 30, 2024

Full time – London area – Junior £40/45k or Senior £50/62k

As a Customer Support Specialist, you will own a 10-20 customer portfolio while working closely with a Sr. Customer Success Manager, a Sales Engineer and the Product team. Your objective will be to ensure customers successfully integrate our API-first products (https://docs.kiln.fi/v1/) and continuously improve their staking activities.

Responsibilities:

  1. Onboarding and training: Help business clients understand the staking process, available options, and how to use the company's staking services effectively.

  2. Technical support: Address client inquiries related to staking, troubleshoot any issues they may encounter, and guide them through the resolution process.

  3. Platform updates and enhancements: Communicate new features, updates, and improvements to the staking platform, ensuring clients understand how these changes may impact their staking activities.

  4. Knowledge base and documentation: Contribute to and maintain a comprehensive knowledge base of staking-related information, including FAQs, guides, and tutorials, to help clients quickly find answers to their questions.

Tools: Slack, Notion, Gong, HubSpot, Postman …

Stack: Solidity, Golang, JavaScript/Typescript, API REST, PostgreSQL, AWS/Kubernetes

Requirements:

  • +1 year of customer support experience for a B2B software company — preferably in the Data/DevOps, Artificial Intelligence, Cybersecurity, or Blockchain industries.

  • Proven experience in customer onboarding and user training.

  • Used to prioritize and manage support tickets (problem or request) till resolution.

  • Excellent communication skills to collaborate with users through any means.

  • Good knowledge of APIs, software implementation, testing, and deployment processes.

  • Genuine interest in web3, blockchain and cryptocurrency

  • C1 English + UK working visa

Nice-to-haves:

  • Fast-growing startup experience.

  • Familiar with Postman.

  • Hold staked crypto!

About Kiln:

Kiln is the leading enterprise-grade staking platform, enabling institutional customers to stake assets, and to whitelabel staking functionality into their offering. Our platform is API-first and enables fully automated validators, rewards, and data and commission management.

With over $4+ billion crypto assets being programmatically staked, Kiln has a particularly strong track record on Ethereum as we run over 4% of the network; this includes 30,000+ validators with 0 slashing events.

The team is made up of over 52 ecosystem enthusiasts formerly at Google, Circle, Ledger, Chainalysis, and other leading technology and cryptocurrency companies.

Join Kiln and help us make the web more secure, stable, decentralized, and fair!

How Kiln will support you:

  • A fast-paced, no bureaucratic work environment

  • Equity Share Options in the business: if Kiln succeeds, we all succeed!

  • Competitive Salary

  • Unlimited holiday

  • Flexible remote working

  • Choose your IT equipment

  • Internet connection paid up to €50/month

  • Significant personal development and tech conf budget

Your interview process:

  1. Recruiter Interview (45 min)

  2. Take-home test (< 2 hours)

  3. Technical Interview (60 min)

  4. Core Values Interview (45 min)

  5. Founders Interview (30 min)

  6. Offer!

Please note that we are not sponsoring visas for persons without work authorization in the UK or the EU. This role is specifically for employees (no B2B or contractors) based in France, the UK, Italy, Spain, Portugal, Germany & Netherlands where Kiln has a legal entity. Thank you!