Job Responsibilities
Market Research & Trend Analysis
- Analyze customer service trends and best practices in the cryptocurrency industry, focusing on live chat, ticketing, and chatbot solutions.
- Benchmark competitors customer service performance to identify strengths and improvement areas.
- Research industry-specific customer service challenges and propose innovative solutions.
Customer Experience Evaluation
- Assess live chat interactions, ticket workflows, and chatbot efficiency for crypto-related businesses.
- Develop frameworks to evaluate customer satisfaction, responsiveness, and resolution rates.
- Monitor key performance metrics like response time, resolution time, and user feedback.
Data Analysis & Insights
- Collect and analyze customer service data to identify trends, pain points, and areas for optimization.
- Provide actionable recommendations to enhance customer experience strategies.
Reporting & Recommendations
- Create clear, data-driven reports and presentations summarizing findings and suggesting improvements.
- Recommend enhancements to customer service channels to boost engagement and satisfaction.
Collaboration
- Work closely with product, operations, and customer service teams to align findings with company goals.
- Stay informed about advancements in AI, chatbots, and customer service technologies in the crypto industry.
Job Requirements
Education & Experience
- Diploma or degree in Business, Market Research, Data Analytics, or a related field.
- At least 1 year of experience in market research, customer service analysis, or a similar role. Experience in the cryptocurrency or fintech industry is preferred.
Skills & Knowledge
- Strong understanding of customer service platforms, including live chat, ticketing systems, and chatbots.
- Familiarity with cryptocurrency ecosystems, blockchain technology, and user personas is an advantage.
- Proficiency in data analysis tools like Excel or Tableau.
- Experience using customer service tools such as Zendesk or Sprinklr is a plus.
Analytical & Communication Skills
- Excellent analytical skills to interpret data and generate insights.
- Strong written and verbal communication skills for clear and concise reporting.
- Detail-oriented, organized, and capable of managing multiple projects effectively.
- Proactive and curious, with a passion for understanding customer behavior and improving experiences.
