Customer Service Specialist

BitGo is the leading infrastructure provider of digital asset solutions, delivering custody, wallets, staking, trading, financing, and settlement services from regulated cold storage. Since our founding in 2013, we have focused on enabling our clients to securely navigate the digital asset space. With a global presence and multiple Trust companies, BitGo serves thousands of institutions, including many of the industry's top brands, exchanges, and platforms, and millions of retail investors worldwide. As the operational backbone of the digital economy, BitGo handles a significant portion of Bitcoin network transactions and is the largest independent digital asset custodian, and staking provider, in the world. For more information, visit www.bitgo.com. We are seeking energetic Customer Service Specialists to join our global team in Bangalore! Responsibilities: Maintain a high bar for client experience by setting an example through performance and work ethic Conduct video calls with customers to assist them with transactional activities such as KYC and user verification . Provide personalized assistance and guidance to customers, ensuring their needs are met promptly and effectively. Accurately manage customer information and transaction details within our systems. Act as a critical line of defense to detect and escalate suspicious or unusual activity and prevent fraudulent activities by interfacing with customers directly. Collaborate with other team members and departments to address complex customer issues and escalate when necessary. Maintain a professional and courteous demeanor at all times, representing the company's values and brand image. Continuously strive to improve customer service processes and procedures to enhance efficiency and customer satisfaction. Stay updated on industry trends, product knowledge, and customer service best practices to provide informed assistance to customers This role demands excellent communication skills, attention to detail, and a customer-centric approach. Skills & Experience: We are looking for teammates who share and practice our values: open communication, transparency, taking ownership, and a high level of craftsmanship. Qualifying Skills & Experience: 3+ years of work experience in customer success or related role Bachelor’s degree required Handling Video calls for International Client Base is a must Previous experience in customer service (mainly calls) Excellent communication skills, both verbal and written, with proficiency in conducting video calls. Strong interpersonal skills with the ability to build rapport and resolve customer concerns effectively. Detail-oriented with a focus on accuracy in transaction processing. Ability to multitask and prioritize tasks in a fast-paced environment. Proficiency in using computer systems, software applications, and video call platforms. Flexibility to work varying shifts, including evenings, weekends, and holidays as needed. A knowledge on Salesforce ticketing flow would be good to have. Why Join BitGo? Disrupting an industry takes vision, innovation, passion, technical chops, drive to deliver, collaboration, and execution. Join a team of great people who strive for excellence and personify our corporate values of ownership, craftsmanship, and open communication. We are looking for new colleagues who bring innovative ways of thinking and problem-solving, and who want risks to be part of the team that changes the world’s financial markets. Here are some of the benefits of working at BitGo: Competitive salary IT equipment support for work Meal and commute allowance Medical Insurance Attractive Well-being allowance (comprised of medical, wellness and fitness aspects) Snacks: on-the-house in the Bangalore office Great/Talented workforce to learn and grow with Cryptocurrencies are the most disruptive change the financial services industry has seen in years. Join us and you'll be able to look back and say you were part of the team that transformed investing. Note: This role requires working onsite five days a week at the Bangalore office. *]:pointer-events-auto scroll-mt-[calc(var(--header-height)+min(200px,max(70px,20svh)))]" data-turn-id="request-WEB:0782ce19-e1ff-4b03-b52b-bfdc610b71aa-0" data-testid="conversation-turn-2" data-scroll-anchor="true" data-turn="assistant"> The working schedule is not fixed and the role will require working in rotational shifts based on business needs. Working Hours (For Example) Days (5 days working) Shifts Monday - Friday 6:00 AM IST - 3:00 PM IST Tuesday - Sunday 1:00 PM IST - 10:00 PM IST Friday - Wednesday 9:00 PM IST - 6:00 AM IST