Customer Care Advisor

What you’ll be part of

Circle is committed to visibility and stability in everything we do. As we grow as an organization, we’re expanding into some of the world’s strongest jurisdictions. Speed and efficiency are motivators for our success and our employees live by our company values: High Integrity, Future Forward, Multistakeholder, Mindful, and Driven by Excellence. We have built a flexible work environment where new ideas are encouraged and everyone is a stakeholder. Learn more at circle.com.

What you’ll be responsible for

You’ll be a part of a truly amazing team of people working directly with customers around the world, helping them to utilize the full potential of Circle while providing an outstanding customer experience with every interaction. Daily activities will include resolving general inquiries all the way through to troubleshooting complex technical issues within defined service levels and timescales. You’ll work closely with peers and internal stakeholders on projects and initiatives designed to scale our 24/7 operation.

What you’ll work on

• Engage with customers to resolve issues that come through as support tickets to our team.
• Craft well-written, tailored communications to help customers resolve their issues.
• Partner with Partner Managers, Business Development, Compliance, Treasury, Product, and Engineering teams to diagnose and solve problems.
• Serve as a trusted advisor with an open, caring, and approachable style of working.
• Establish, document, and refine operational processes with a focus on continuous improvement and cross-training opportunities.
• Responsible for validating and completing escalation requests.
• Handle customer calls for escalation requests.
• Involve in Incident Management to triage and communicate customer impact.
• Proactively identify opportunities to develop solutions that help the team achieve our goals.
• Develop and maintain operational processes through documentation updates and cross-training.
• Provide coverage through on-call shifts as needed to support our global support model.
• Actively participate in and contribute to department OKRs.
• Meet defined Service Level Agreements, Objectives, and Key Results.

What you’ll bring to Circle

Core Requirements

• 1+ year of experience working in a fast-paced global support, customer operations, or customer success environment.
• Bachelor’s degree or equivalent practical experience.
• Strong written and verbal communication skills, with the ability to communicate complex issues clearly and professionally.
• Passion for delivering exceptional customer experiences and continuously improving customer outcomes.
• Strong problem-solving skills with the ability to manage multiple priorities and navigate ambiguity effectively.
• Proven ability to collaborate effectively across teams and build strong working relationships with a variety of stakeholders.

Preferred Requirements

• Experience using support ticketing systems such as Salesforce or similar platforms.
• Experience in financial services, payments, fintech, cryptocurrency, or digital asset industries.
• Familiarity with data analytics tools used for troubleshooting and operational analysis.
• Familiarity with generative AI models (ChatGPT, Gemini, etc.) and prompt development.
• Highly articulate with the ability to manage customer friction during live calls; multilingual skills preferred for supporting customers across the APAC region.
• Experience using Salesforce, Slack, Apple macOS, and Google Workspace.
• Availability to work weekends, holidays, and on-call rotations as required to support a global customer base.

Circle is on a mission to create an inclusive financial future, with transparency at our core. We consider a wide variety of elements when crafting our compensation ranges and total compensation packages.

Starting pay is determined by various factors, including but not limited to: relevant experience, skill set, qualifications, and other business and organizational needs. Please note that compensation ranges may differ for candidates in other locations.

We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status, or any other protected status required by the laws in the locations where we hire. Additionally, Circle participates in the E-Verify Program in certain locations, as required by law.

Should you require accommodations or assistance in our interview process because of a disability, please reach out to accommodations@circle.com for support. We respect your privacy and will connect with you separately from our interview process to accommodate your needs.

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