Customer Support Specialist - EU (Remote)

Our mission is to make sending and receiving money effortless, borderless, and instantaneous. Morse lets you pay anyone, anywhere, by name alone – no more worrying about IBANs, account numbers, or sort codes. Leveraging blockchain technology to settle transfers, we are currently available in over 150 countries.

Morse is the first product from Avian Labs Inc., backed by VCs like Union Square Ventures, Slow Ventures, and Ribbit Capital.

The Customer Support team at Morse is responsible for delivering excellent service to our customers, no matter how big or small their concerns are. Each team member has the power to solve problems, share feedback with the wider team, and make changes to our processes to ensure that we’re delivering great support.

• Build trust for our brand and service by providing excellent customer support. You will work with customers primarily over chat and email.
• Demonstrate deep empathy and care of our customers by ensuring that all individual customer cases come to a positive resolution.
• Maintain detailed and accurate records of customer interactions and resolutions in our CRM system.
• Prioritise a range of different customer requests, meeting our SLAs and ensuring that we’re able to deliver great service.
• Work collaboratively with your teammates and the wider organisation on resolving individual customer cases, or on ad hoc projects aimed at delivering the best customer experience possible!
• Monitor and analyze customer feedback to identify trends, report bugs, and suggest improvements to our products and services.
• Stay up-to-date with product updates, company policies, and industry trends to provide informed and accurate support.
• Engage with customers to build strong relationships and foster a positive community around Sling Money.

• Experience in a previous customer-facing role for at least two years.
• Clear communication skills (both written and verbal) and a solid ability to empathise with customers.
• Fluency in English (this is our main company language).
• Strong problem-solving skills and the ability to think critically in high-pressure situations.
• Experience with customer support software and CRM systems (e.g. Zendesk, Intercom, Salesforce)
• Ability to work independently and manage multiple customer queries simultaneously.
• Have experience within the fintech or blockchain industry

• Ability to speak and write in Spanish
• Experience working with escalated and complex customer cases
• Experience leveraging AI to supercharge your productivity

• This role is remote-friendly, but you must be based in the EU
• Your shift will be Monday - Friday, 8am - 5pm UK time.