Customer Care Advisor

Customer Support RepresentativeCircle 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.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.Engage with customers to resolve issues that come through as support tickets to our teamCraft well-written, tailored communications to help customers resolve their issuesPartner with Partner Managers, Business Development, Compliance, Treasury, Product and Engineering to diagnose and solve problemsServe as a trusted advisor with an open, caring and approachable style of workingEstablish, document, and refine operational processes with a focus on continuous improvement and cross-training opportunities.Responsible for validating and completing escalation requestsHandle customer calls for escalation requestsInvolve in Incident Management to triage and communicate customer impactProactively identify opportunities to develop solutions that help the team achieve our goalsDeveloping and maintaining operational processes through documentation updates and cross-trainingProvide coverage through "on-call" shifts as needed to support our global support modelActive participation and contribution to department OKRsMeet defined Service Level Agreements, Objectives and Key Results.What you'll bring to Circle:3+ years of prior experience working in a fast paced global support teamA talent for writing and a skill for communicating complex problems clearlyYou care deeply about the customer experience and strive to refine your skills everydayYou're a highly motivated and caring person who has a passion for learningA core principle of yours is sharing knowledge and helping people do their very best workYou enjoy the challenge of solving open-ended problems in a timely mannerA working knowledge of ticket support systems, such as SalesforceFamiliarity with generative AI models (ChatGPT, Gemini, etc.) and prompt development.Experience with data analytics tools for troubleshooting problems preferredExperience in financial services or payments businessesExperience contributing to departmental processes and proceduresHighly articulate with the ability to manage customer friction during live callsMultilingual skills preferredExperience/familiarity with using Salesforce, Slack, Apple MacOS and GSuite.Availability to work on weekends and holidays as required.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.Base Pay Range: $29.50 - $41.00We 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.