Localcoin

1 Job

69 Employees

About the Company

Localcoin, headquartered in Toronto, has a clear mission: to offer a user-friendly platform for buying and selling digital currency while respecting privacy. The company's vision is to make digital currency a staple in the mainstream financial market. Localcoin has established partnerships with leading corporate and franchised convenience stores in Canada, including Gateway Newstands, Hasty Market, Quickies, and others, resulting in a rapidly expanding network. With ATM terminals spanning Canada and Australia, Localcoin has become the largest Bitcoin ATM provider in Canada. As the first provider in Ontario to integrate Litecoin and Ethereum, Localcoin is known for its commitment to innovation in the blockchain infrastructure sector. In 2017, the company experienced exceptional year-to-date growth and garnered attention from major media outlets like Vice Motherboard, Bitcoin.com, Moneysense, and CP24.

Listed Jobs

Company Name: Localcoin
Job Title: Senior Customer Success Representative
Job Description: **Job title:** Senior Customer Success Representative **Role Summary:** Provide high‑quality, multilingual support for a global cryptocurrency kiosk network. Manage inbound communication (calls, chat, email, text) and resolve customer issues. Act as a liaison across marketing, sales, operations, and product teams to ensure the customer voice informs product and process improvements. Mentor junior representatives and serve as the primary escalation point for complex inquiries. **Expectations:** - Deliver exceptional customer experience in both English and French. - Handle a high volume of inquiries in a fast‑paced environment. - Apply company support protocols consistently. - Maintain accurate and up‑to‑date knowledge of product offerings and company policies. - Proactively identify opportunities to improve customer satisfaction and operational efficiency. **Key Responsibilities:** - Respond to inbound customer communications via phone, SMS, email, and live chat. - Guide and process customer inquiries, ensuring timely resolution. - Escalate complex issues to internal departments and follow up to closure. - Oversee daily activities of junior Customer Support Representatives. - Update and maintain internal process documentation. - Manage CRM automations and live‑chat bots (e.g., Zendesk, Freshdesk) to deliver proactive support. - Monitor and rectify customer transactions when issues arise. - Collaborate with marketing, sales, operations, and product teams to align on customer needs and improve offerings. - Participate in ongoing process refinement to enhance precision, efficiency, and satisfaction. **Required Skills:** - Fluent in English (verbal and written). - Strong written and communication skills. - 2–4 years of relevant experience in customer service, sales support, tech product support, or a related field. - Experienced with CRM systems (Zendesk, Freshdesk) and live‑chat tools; knowledge of automation. - Ability to handle escalated customer service requests. - Detail‑oriented, organized, efficient, and capable of multitasking. - Passion for cryptocurrency and blockchain technologies. - French proficiency is an asset but not required. **Required Education & Certifications:** - Bachelor’s degree or equivalent experience preferred. - No specific certifications required; relevant industry certifications (e.g., Customer Service or CRM) considered a plus.