Customer Success Specialist (Web3/Blockchain)

Job Title: Customer Success Specialist
Company: RNS.ID
Job Type: Remote
Working Hours/Schedule: Full Time

Position Overview:
The Republic of Palau's Digital Residency Program provides the world's first Web3 ID, which supports the application of Palau ID and ID on-chain. We are looking for an enthusiastic Customer Calls Specialist to engage with our customers and gather feedback about their experience with our product. This individual will play a critical role in understanding our user base, their needs, and how we can improve our platform to better serve them.

Key Responsibilities:

Initiate phone calls to customers to gather feedback on their experience with RNS.ID.
Record and analyze customer feedback to identify patterns, pain points, and areas of improvement.
Work closely with product and customer support teams to relay and implement customer feedback.
Create detailed reports on customer feedback and suggested improvements for senior management.
Stay updated on RNS.ID's features, capabilities, and any new updates to effectively communicate with customers.
Address any concerns or issues customers might have and provide solutions or guide them to the appropriate channel for resolution.
Ensure all customer interactions and feedback are accurately documented in the CRM.

Qualifications:

Previous experience in a customer service or call center role is preferred.
Knowledge of web3, blockchain, and decentralized systems is a HUGE plus.
Excellent verbal communication skills.
Strong listening and analytical skills.
Ability to handle difficult situations with professionalism and empathy.
Proficient in using CRM software and Microsoft Office Suite.
Self-motivated with a passion for customer satisfaction.