About JAN3

We are JAN3, a Bitcoin technology company focused on expanding access to Bitcoin and financial freedom around the world. We’re a startup founded by Samson Mow, who is best known for his work with El Salvador’s Bitcoin initiatives, and his efforts in nation-state Bitcoin adoption around the world. Our mission is to accelerate hyperbitcoinization, providing tools for individuals, enterprises, and nation-states to benefit and be part of a free and open financial system based on Bitcoin.

Summary

We are seeking a Customer Support Manager for AQUA Wallet, with experience in managing customer inquiries and enhancing user interaction. You will be a valuable member of the team, as the first point of contact, responsible for troubleshooting and providing technical assistance to customers, as well as fostering a supportive user community. Additionally, you will support the development team by providing feedback and developing policies and procedures. You will have the flexibility to manage your work activities independently in a remote setting.

Responsibilities

• Provide prompt troubleshooting for app issues.
• Offer technical assistance for in-app features and functions.
• Manage and resolve Zendesk tickets with timely, accurate responses.
• Engage with users on social media platforms like X and Telegram, answering questions and maintaining a positive brand presence.
• Collect and report user feedback to inform the development team on app improvements.
• Foster a supportive community through discussions and updates on various platforms.
• Develop customer support policies and procedures as the team expands.
• Regularly review and enhance support channels and processes.
• Provide regular weekly updates to the rest of the team. 

Requirements

• 1+ year of experience in Customer Support of mobile applications, preferably with cryptocurrencies. Bonus if familiar with Bitcoin and Layer 2 technologies.
• Fully bilingual in written English and Spanish. Knowledge of Portuguese is a plus.
• Excellent problem-solving and analytical skills.
• Familiarity as a user of mobile wallets and cryptocurrency.
• In-depth understanding of Bitcoin and Layer 2 technologies such as Liquid and Lightning
• Experience in using project management tools for tracking tasks and progress
• Excellent communication and presentation skills to collaborate with other team members
• Highly independent with a capacity to manage own work activities 
• Located in Latin America