Customer support (CS Manager)

Remote / Bangkok Thailand

Apply Now

Description: 

About Asdra
Asdra is driven by our mission to "Banking the Unbanked." Our proposition is simple: to help people who are less fortunate grow by helping them send their hard-earned money home via the internet and blockchain technology.

The first global remittance platform at your fingertips with DeFi and digital banking. Founded in 2021, Bangkok-based Asdra is developing a decentralized payment protocol that will change the world. 

Asdra is headquartered in Bangkok, Thailand, with offices in Singapore and the United States. In the coming months, Asdra will expand operations by opening additional offices in Asia, Europe, and Latin America.

What Asdra does?
Asdra is a decentralized financial infrastructure and blockchain protocol that introduces some unique concepts and theories into the market. The network leverages a native utility token, a stable token pegged fiat, a private ledger layer, exchange & remittance later, and smart contracts to bring users programmable money for the internet. The project offers multiple stable tokens options that provide instant settlement. To accomplish this task, Asdra relies on a price-stability algorithm that actively alters the monetary supply of an asset to retain value. In this way, Asdra can provide users with lower fees, more stability, seamless cross-border exchanges, and highly responsive financial assets.

Experience
5+ years

Responsibilities

  • Successfully manage and coordinate client needs to ensure overall client satisfaction.
  • Work with subject matter experts, in-house and remotely to offer best in class services.
  • Provide general support, technical support and handling urgent escalation from external or internal customers or users in production environment with high-volume of transaction traffic.
  • Strong collaboration, communication and interaction with all stakeholders including customers, product manager, developer and management team.
  • Troubleshoot customer issues and escalate as needed to the technical support team.
  • Analyst service ticket data, identify incident root cause, draft Root.
  • Very flexible with capability to prioritize multiple incidents and deadlines to facilitate well in a fast-paced, rapidly evolving organization.
  • Work closely with product and developer teams in global offices, participate and follow up in iteration, release and roadmap planning timely.
  • Ability to provide coaching, training, identification, optimization and documentation of the customer or business support processes.
  • Generate and analyze customer reports.
  • Review client reports and make needed improvements.



Requirements: 

Key Qualifications

  • Fluency in English.
  • Experience managing in a multi-lingual environment.
  • Experience working for a global organization within the technology sector, knowledge and experience in e-commerce environment.
  • Experience navigating and resolving various customer inquires.
  • Experience supporting customers via phone, e-mail, chat, and/or in person.
  • Passion for customer service and ownership of the customer experience including comprehensive issue resolution.
  • Able to effectively tailor communication and style to differing audiences.
  • Able to self manage and work independently in a fast-paced, constantly changing environment.
  • Thrives on a team where expertise is shared and feedback is welcomed.
  • Effective time management including ability to multi-task, organise and prioritise.
  • Able to research and grasp information across multiple tools while talking with customers.
  • Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on New Challenges.

Join Asdra Team

Max file size 10MB.
Uploading...
fileuploaded.jpg
Upload failed. Max size for files is 10 MB.

Thank you for considering Asdra.

Your submission has been received! Our team will be in touched shortly.
Oops! Something went wrong while submitting the form. Please try again.