Operations and Customer Support Specialist
1 week ago
Position Overview:
Position:
Operations and Customer Support Specialist
Company:
FastBTCatm (
Location:
Remote, with candidate based within the GTA
Compensation Details:
Salary range is $45,000.00 to $70,000.00 CAD (less applicable deductions)
Salary will be commensurate with candidate's experience
Candidate is eligible for an annual performance bonus
Some travel required within Canada
Hours of work:
The incumbent will work 8.5 hours/day, from 10:30am to 7pm EST
Occasional after-hours phone and email availability required
Company Overview
FastBTCATM ( was founded in 2017 and is the fasted growing and currently 2nd largest bitcoin ATM operator in Canada. We are a growth-oriented organization based in Toronto, Ontario. Our mission is to empower people to access crypto effortlessly.
Opportunity Highlights:
Competitive compensation package
Extensive professional growth opportunities and upward mobility
We are a small, agile, and close-knit team
Flat organization with an open culture
Job Responsibilities
Reporting to one of the founding partner's, the Operations and Customer Support Specialist will complete various tasks to support the organization's day to day operations
The estimated time breakdown for the role is as follows:
Approximately 40% of time will be spent providing phone support to customers and merchants; inbound and outbound calls
Approximately 40% of time will be spent completing miscellaneous tasks such as scheduling meetings, completing administrative work, conducting research, managing emails, etc.
Approximately 20% of time swill be spent supporting various operational projectsThe incumbent will complete various customer service tasks including:
Interfacing with customers and merchants, responding to inquiries and resolving service issues
Building and maintaining strong relationships with merchants and customers
Managing challenging merchants
Company outreach:
reach out to companies for potential partnerships, opportunities, introductions, etc.
Partner-company communications: Intereracting with contractors to assist in various business opperations
Using software like Sumsub, Slack, proprietary software, and databases to help customers.
Handle inbound customer service calls:
help with using the machines, failed registrations, sending receipts, store information etc. Must have conversation skills and support skills plus patience to speak with some of our customers. Must have knowledge of how the blockchain and crypto transactions work.
Provide "white glove" customer service for clients
The incumbent will complete various operational support tasks including:
Appointed research tasks:
seek options in nuanced requested areas
Reporting:
make reports of research findings
Web blogging:
generating content to aid in various SEO methods
Maintenance of online presence in social media, GMB and other marketing areas –
Creating and refining company process documents
Scheduling meetings and appointments for the team tied to company outreach.
Interact with and schedule various tasks with contractors and partner-companies.
Provide first-level ATM maintenance or diagnosis (limited to over-the-phone troubleshooting): using our guides and flow charts to identify and remotely fix issues that are occurring with machines in the field
Completing various administrative duties as needed
Other duties and tasks as required.
Job Requirements:
Education and work experience:
High school diploma required
Candidates must possess either:
Undergraduate degree in a relevant discipline with 1 year or more of relevant work experience, or;
3+ years of relevant work experience and a high school diploma
Knowledge of cryptocurrency and blockchain fundamentals is required.
Candidates must be based in the GTA.
Exceptional communication skills; advanced English written and verbal communication skills are required
Clear criminal record
Clear credit check
Prior experience interacting with customers is required; candidate's must be comfortable being assertive with clients and vendors
Strong organizational skills with demonstrated ability to meet deadlines
Strong customer service orientation
Effective analytical and presentation skills
Skilled in Google Office Suite, and Microsoft Office Suite, with an emphasis on Excel
General knowledge of Adobe Suite applications is not required, but preferred
Strong aptitude for learning quickly, training, coaching and providing others with assistance
Excellent time management, organizational skills, the ability to multi-task, task-switch, and meeting deadlines
Demonstrated ability in core and role specific competencies including team work, adaptability, listening, interpersonal and verbal communication, results orientation, and judgement
Diversity and Accommodation
We embrace diversity and inclusion for innovation and growth. We strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process by emailing
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