Support Representative

Blockstream is seeking a Support Representative to join their team in Turin, Italy. This individual will be responsible for delivering technical support with a high degree of customer satisfaction and for improving processes to scale support operations.

Responsibilities:

• Act as the first point of contact for our user base, promptly respond to support inquiries, and proactively reach out to address questions in community channels or social media.
• Guide users through basic wallet functionality with Green and Jade, from setup to regular use.
• Provide technical assistance with advanced features and offer clear explanations of underlying Bitcoin concepts.
• Assist customers with questions or concerns related to orders from the Blockstream e-commerce store.
• Triage potential Green and Jade issues and work with our development team to resolve problems.
• Relay user feedback to our product team to assist with improving our user experience.
• Collect key data regarding support operations and implement processes to improve efficiency and customer satisfaction.

Requirements:

• Ability to work onsite in our Turin, Italy office.
• Extensive knowledge of the Bitcoin protocol and experience with Bitcoin products, including software/hardware wallets, nodes, block explorers, exchanges etc.
• Excellent written and verbal communication skills, with the ability to articulate complex concepts clearly while demonstrating patience with end users.
• Previous experience in a customer support role at a fast-growing company with technical and nuanced products.
• Highly resourceful and internally motivated individual; with a proven ability to deliver results independently and as part of a team.
• Passion for driving Bitcoin adoption through education and easy-to-use Bitcoin products.

The role offers:

• Opportunity to work at Blockstream.
• Chance to improve processes to scale support operations.