Customer Support Associate

Who We are

LVL is building the world’s first Bitcoin bank, with the mission of expanding the adoption and use of Bitcoin. There are plenty of bitcoin trading and investing apps, but they don’t make your bitcoin useful in day-to-day life. LVL treats bitcoin like money, not an investment, and acts as a hybrid checking account for cash and bitcoin. With the LVL app, you can get paid in bitcoin, pay with Bitcoin from the LVL Card, and earn Bitcoin rewards. We are a small and passionate team, looking to build a 100-year financial institution, natively integrated with bitcoin.

LVL has received $13.5M in funding from top investors including TenOneTen, Morgan Creek Digital, Capital Factory, and others.

The Team You Will Join

Providing industry leading customer support is paramount at LVL. We are currently hiring for an additional LVL Pro, which is the name for our support agents. A LVL Pro is more than a typical customer support representative. They are more like a personal banker. You will be assigned a group of customers whom can live chat with you from the app, and who will be your clients to manage. You will also handle email support tickets. This team will continue expanding as we grow, and you are an early addition. This is your chance to help build and lead this team.

Who You Are

We are looking for someone with a few years of experience in customer support/success, and who is ideally knowledgeable and passionate about bitcoin (though not required). This position will report to the VP of Customer Experience. We have an office space in downtown Austin, and if you are local, we would love for you to come in 3 days a week. We want someone ready to join a fast paced and agile team, and ready to work hard.

Requirements:

• 2-3 years of experience in customer support/success/account management
• 2-3 years of Zendesk experience is required
• Stellar customer support and communication skills
• A genuine passion to help people
• Startup experience is a big plus
• Familiarity with Slack, GSuite, and Notion, also a huge plus

Duties:

• Respond to chats and email support tickets (zendesk)
• Follow internal procedures for dealing with customer issues
• Develop internal procedures to handle new issues
• Act as the Voice of the Customer, and escalate feedback and requests to the team

Full-time Salary + Benefits

• Equity
• Health/ Dental/ Vision Insurance
• Unlimited PTO
• Bank Holidays off

Location: Position is Hybrid WFH

Company is located in Austin, TX

Schedule: 9am to 6pm CT. Some weekend hours are required.

Company Website: https://lvl.co

Equal Opportunity Employer LVL celebrates diversity and is committed to providing equal employment opportunities to all applicants and employees. Each applicant and employee is considered on individual merit, without discrimination as to race, gender, gender identity, age, national origin, religion, disability, sexual orientation, marital status, or veteran status.