Customer Success and Operations Specialist

Company: JCE

About the Role

JCE (Johannesburg Crypto Exchange) is a specialized platform for trading digital assets and cryptocurrencies. JCE prioritizes modern technology to ensure reliable trading processes and high service quality. The international team is highly customer-oriented and values responsible handling of digital financial products.

This position is full-time and fully remote.

Key Responsibilities

• Support and assist customers throughout their entire user journey at JCE.
• Respond to inquiries across various channels.
• Assist with technical and process-related questions.
• Ensure customers optimally utilize products and services.
• Analyze customer feedback and usage data.
• Derive improvement measures for processes and service offerings.
• Collaborate closely with product, compliance, and technical teams.
• Monitor operational processes.
• Contribute to quality assurance.
• Support documentation and optimization of internal processes.

Qualifications

• Strong competencies in customer satisfaction and customer service.
• Experience in customer support with practical solution orientation, including handling inquiries, complaints, and technical questions.
• Very good communication skills in spoken and written German.
• Strong analytical skills to evaluate customer feedback and data, identify trends, and derive concrete improvement measures.

Advantageous:

• Knowledge in the area of cryptocurrencies or fintech.
• Experience in remote work environments.
• High self-organization.
• Digital affinity.
• Relevant degree or comparable professional experience in customer service or operations.