Customer Support Associate (Fully Remote)

You will be supporting our customers by providing them with the world class customer experience. The customer support associate will be the frontline of responding to customer queries, finding solutions to the queries, and liaising with internal tech teams to provide ongoing technical support. This role will play a key part in delivering 24x7x365 support to our customer base globally.
Responsibilities:

• Continuously support the clients with up-to-date and relevant information on product updates
• Escalate queries to the relevant teams when necessary.
• Serve as the frontline representative for B2B clients, handling all inbound queries
• Independently provide accurate information to resolve queries promptly.
• Respond to client queries within the specified Service Level Agreement (SLA) and ensure timely resolution or provision of relevant information.

Requirements

• Passionate about overcoming conventional barriers and going above and beyond to solve complex problem statements while delivering outstanding customer experiences.
• Knowledge of Blockchain, Cryptocurrency, and Web3 will be considered an added advantage.
• 2 to 3 years of experience in frontline B2B customer service, preferably in the Blockchain/cryptocurrency/Web3/fintech industry, dealing with global clients.
• Working hours: 7am SGT to 4pm SGT (subject to change as per business requirements)
• Adaptable and flexible to operate in a fast-paced, dynamic, and constantly changing environment.
• Excellent verbal and written communication skills, with proficiency in English and the native language

Benefits
Remote Working
Pandemic or no pandemic, we are a remote-only organisation that offers the highest level of flexibility to its employees.
Best in Class Salary
At Liminal, we appreciate the good talent, and ensure that our employees are compensated with the salary brackets that are best in the industry.
15-Day Salary
No need to wait till the end of the month anymore! Get your salary credited every 15 days.
Flexi-hours
We don’t like to micromanage. We believe it's impolite to ask employees to punch in & out or follow similar activities to track the number of working hours. We trust our employees to get the job done and achieve the identified goals.
ESOP
A liberal ESOP policy, ensures that every employee remains motivated toward the success of the organisation and does not take this as any other job task. By adopting an excellent ESOP policy, we want to ensure that our employees benefit immensely from the growth of the organisation.
Self-Managed Paid Leaves
Say bye to leave without pay! Yes, there are no limits to the number of leaves you can take. We want employees to be responsible enough to strike a good work-life balance.
Liminal Book Club
Liminalites believe in the power of reading. Whether fiction or non-fiction, reading habits can fetch maximum ROI on time and money invested. You can raise a request for a book, and it will be delivered to your doorstep. No need to return or share, it’s yours to keep forever.
Health Insurance
We care for our beloved Liminalites. Our health insurance provides comprehensive coverage to our employees and their spouses and dependent children.
Lifetime free access
Liminal employees receive lifetime free access to the Liminal Vaults platform even after they decide to move on. Employees will additionally get Trezors / Ledgers at zero cost as a part of their onboarding. You can enjoy the benefits of the software as well as the hardware for free.
Best in Class Devices and Subscriptions
Get the best devices and tools you need to deliver your work. We provide the best subscriptions to ensure the highest levels of work efficiency.
HealthyMe Program
The challenge consists of completing exercise of any sort (physical/ mental/ walk /run /cycle / any sport/ game) consecutively for 30 days for 30 minutes, 4 times within the 6 months and receive a monetary reward of $30 for each 30-day streak.
1Password Account
1Password is a password manager and digital vault that helps users store, manage and secure their passwords, credit cards, personal information and other sensitive data. The platform will help our employees generate strong and unique passwords, and then store and autofill them across their devices and apps with a single click.
Employee Referral
Under the Referral Bonus Program our employees can earn incentives to introduce new talent to the organisation. The referral bonus will be credited to the employee account once the candidate completes 3 months with Liminal.
Growth Gateway Program
We believe in personal and professional growth, and we want our employees to have the tools they need to succeed. We offer a wallet of USD 400 that can be used to enrol in any learning program or certification that you desire.
Bouquet of Apps
Not just Netflix, let’s enjoy more wonderful applications. We all need a little extra help sometimes, which is why we offer a bouquet of apps covering health, knowledge, entertainment, and finance. Use any of these apps and receive a reimbursement of USD 15 per month.
Set Up Home Office
Liminal cares for your health and hence we have launched this benefit to “Set Up Home Office” for employees when they begin their journey with us. This will be a one time benefit given to the employee upon joining the Liminal family. Employees are encouraged to buy “Ergonomic furniture” that is specifically designed for efficiency and comfort in your work environment and helps you prevent stress injuries. You are allowed to buy a Chair and a Table or a Desk as suited to your needs for a comfortable working environment at home.
Culture:
We Are Liminal
At Liminal, we’re building the best home for digital assets. Making them secure and efficient every day!
As a team, we thrive to inspire and push you to live your dream and build a technology that challenges the status quo.
We Enable
Liminal is where crypto-native citizens live. We wish to make digital assets accessible, simple, transparent, and secure.
Ambitious
We are an ambitious team of individuals who are chasing the Big Hairy Audacious Goals (BHAG) and we work with full authority. There are no right or wrong decisions, but only timely or late decisions.
Thus, we execute with great speed. We think, we create, we deliver, and we drive innovation.
Emotionally Intelligent
Successful companies are built on strong and positive emotions, and we aim to drive this internally. Emotional intelligence leads to impactful results.
There may be tough days or even months, but we make sure we pull each other through a great and successful quarter. As a team, we celebrate even the small wins together.
Goal-Oriented
We focus on the goal, and we ensure that the journey is fruitful too. We learn from each other’s experiences, whether success or failure, each chapter adds to a takeaway which is a useful lesson.
We share, express, and aim to achieve the planned outcome together as a team.
Appreciative
As a team, we are thankful to have each other's back. We are kind when we give feedback, and we take feedback positively. Liminal’s motivating culture to showcase one’s work, and share appreciation, sets us apart from others.
Process Driven
Seamless workflow between the team is the secret ingredient. We take ownership of our work, and ensure its delegated with due diligence and automated in time.
“It’s not about 500 people, but 500X people that makes the difference. And, this is what we follow at Liminal.”
We Grow Together
This is the best time to join Liminal. We’re building a team that is shaping the future of secured digital transactions. This learning experience will not just enhance your professional profile, but also add value to your personal growth.
Collaborative Work Environment
We spend most of our time at work, finding answers to problems or building solutions, and hence it becomes imperative to ensure that we enjoy our time at work. We take pride in the lively culture that we have built at Liminal.