Technical Customer Operations Specialist (m/w/d)

YOUR MISSION

As a Technical Customer Operations Specialist at Finoa, you will help to shape what excellence looks like and continuously work on enhancing our processes, documentations and applications to ensure the best customer experience possible. The successful individual will be the voice of the company to echo our passion for crypto assets, custodianship and trust. We are happy to have you work from our Porto office, or remote within Portugal.

IN THIS ROLE, YOU WILL:

• Technically investigate and solve customer inquiries. 
• Improve existing product features by evaluating objectives and specifications, reviewing proposed changes, and making recommendations.
• Prepare reference material for internal users and customers by drafting operation instructions to extend our continuously growing knowledge base.
• Act like an owner and resolve customer problems via email, chat, and video call.

WHAT YOU NEED TO BE SUCCESSFUL:

• At least 1 year of technical support experience (in FinTech or Web3 is a plus).
• Tech-savvy. Proficient IT knowledge and skills, including mobile device platforms.
• Effective problem-solving, decision-making, organizational, and time management skills.
• A strong interest for blockchain technology and crypto assets.
• Excellent written and spoken English, German is a plus.
• Work successfully in a team environment as well as independently.
• Ability to replicate customer problems and collaborate with Product Engineering to formulate clear ticket requirements, prioritize issues, and follow up on their resolution.
• Knowledge of productivity tools like Jira, GitLab, and Zendesk.
• Advanced knowledge of Excel and Google docs. SQL is a plus
• Preferably located in Portugal (Porto area).

WHAT’S IN IT FOR YOU:

• Accelerate your career growth by joining one of Europe's leading cryptocurrency management platforms.
• 25 vacation days per year, with an additional day for each year of service - up to 30 days.
• Access to cutting-edge technologies, high levels of autonomy, and international working environment.
• Flexible working hours, hybrid work setup from both our Berlin and the Porto offices.
• Fitness membership and internal Crypto Academy.
• Hot/cold drinks and snacks in the office, and All Hands meetings once a month with pizza.

ABOUT US

Finoa is a regulated crypto asset platform for institutional investors co-founded in 2018 by Christopher May and Henrik Gebbing. The company came to life through the shared aspiration to make institutional interactions with crypto assets simple and secure, and is backed by prominent investors, including Balderton Capital, Coparion, Venture Stars, MiddleGame Ventures, and Signature Ventures. Finoa has since then grown into a truly international company, powered by a diverse team and serving high-profile clients from around the world. Reference clients include renowned venture capital firms, crypto hedge funds, corporates, Web3 companies, and high-net-worth individuals. If you want to join one of Europe’s most exciting crypto start-ups, be part of the next wave of innovation disrupting finance, and grow together with us, then this is your chance to apply. Finoa is an equal opportunity employer devoted to diversity and inclusion in the workplace. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status.