Lead the day-to-day management of all customer support queries in line with SLAs, including; account maintenance, troubleshooting issues, training requests and general queries for the region

Proactively learn challenges faced by Elliptic’s customers in identifying, preventing and investigating criminal activity in digital assets; and map Elliptic solutions to those challenges

Creatively identify and solve integration challenges to ensure “stickiness” of the Elliptic platform within the customer’s overall risk and compliance system architecture

Work closely with the product and engineering teams to provide a feedback loop on new product development opportunities.

Maintain a thorough understanding of our API documentation and capabilities to resolve customer queries and to manage prospect conversations

Proactively monitor the automated customer onboarding journeys to assist Customer Success Managers in accelerating the time-to-value and reduce friction in the initial implementation process

Internally manage the onboarding, monitoring and maintenance of Elliptic’s small to medium customer base, owning the success of the customers assigned to your region

Report on ticketing data to influence our capacity planning and product roadmap, as well as detailed customer level reports to contribute to account business reviews

Proactively collaborate with fellow global Technical Customer Support Representatives, Customer Success Managers and other supporting departments, ensure best practices are applied to ticket to ensure accurate reporting and trend tracking

What you will achieve in the first 6 months:

Understand our products and empowered to respond effectively to customer support queries

Run a live training webinar for our SMB customers

Successfully onboard customers to obtain value from our products

You will be a great fit here if you:

You love to learn about new technology and are curious about how things work under the hood

Passionate about cryptocurrency and the future of finance

Always take up the opportunity to broaden your knowledge and continuously improve and develop your skills

Thrive working in an autonomous environment

Firmly recognise that diverse and empowered teams make us stronger as individuals, a team and as a business

Embody proactivity and are happy rolling up your sleeves and getting stuck in with everything required to support customers, from the day to day admin to representing Elliptic

Exceptional and empathetic listener, and able to use this quality to truly understand the challenges your customers are facing

You enjoy thinking creatively and problem solving under pressure

Our ideal candidate has:

Bilingual - English and Mandarin (preferably native)

Experience in the B2B SaaS space or a complex technical market

Experience working with and/or a demonstrable interest in crypto and blockchain

Experience working with complex technical products

Knowledge of crypto

Demonstrated knowledge of API and backend systems design

Bonus Points for:

Experience with databases and data analysis

Having worked in a startup and/or scaleup environment

Benefits:

Competitive salary

Share Options

Holiday - 24 days of annual leave in addition to Singapore gazetted holidays

Health insurance

Personal training budget

Laptop + equipment you need

Home office allowance

Full access to Spill Mental Health Support