Careers at Bitsafe

To join its international team in Amsterdam, Bitsafe is seeking to hire a

Customer Experience Specialist (m/f)
(40 hours per week)

Bitsafe is the new name for Freenom and Verotel, two disruptive brands in the transactional online business space. Freenom is the world's second largest domain registration provider with over 35 million active internet domains registered. Verotel is a registered Payment Institution processing millions of credit card transactions. Bitsafe brings these two brands together into a new service: a Bitsafe Basic Payment Account. Offering a “discreet account”, Bitsafe provides a Bitsafe IBAN, allowing account holders to take part of SEPA transactions and hold domain names and other digital assets. Soon a Mastercard debit card will be added to these Bitsafe accounts.

We are currently seeking to hire a Customer Experience Specialist (CES). As a CES you understand and support Bitsafe’s customer base in combination with Bitsafe’s business plan. Your role is a major contributing factor in improving the usage of the Bitsafe service offering.

The service offering starts with onboarding of new customers. The CES is intimately involved with the client onboarding and account opening process at Bitsafe. Combining his/her knowledge and skills with the available technological tools, the Customer Experience Specialist pre-fills account opening documentation for clients, reviews completed documentation packages, completes data collection, coordinates with compliance and risk management to resolve any documentation issues, and responds to client and internal inquiries in a timely and personalized manner.

The Customer Experience Specialist works closely together with the Technical Support staff to coordinate technical implementation of Bitsafe's technology on the clients’ servers.

Once customers are boarded, the CES will support a designated part of the customer base in every way possible to promote the usage of the full Bitsafe service offering. That means that you eat, sleep, and breathe customer service (not average service – instead, think Starbucks, Coolblue & Amazon). You understand that exceptional user experiences must be created in every single interaction with the customer. You are motivated to bring a US-style customer support routine to our office in the Netherlands. That means that you recognize that a consistently exceptional user experience is a major contribution to the value of our brand.

Outbound customer experience contact is established with each customer at least once every three months. Contact is either by phone, Skype, Google Hangouts or by email. During this outbound communication information is used from the existing customer file, research documentation, current usage of Bitsafe’s services and information supplied by the customer. The CES will provide information about additional Bitsafe’s services, the product roadmap and provides tips and tricks. A Quarterly Business Report (QBR) of these findings and discussions will be created by the CES and sent to both the customers and Bitsafe’s Sales Manager. The QBR will be used in every further engagement with the customer.

As part of our services we provide payment solutions to high-risk businesses, this includes online adult entertainment websites. This means that you need to feel comfortable with adult content and interacting with the people who run those online businesses.

Your responsibilities will be: The ideal candidate: What we offer:

Are you a natural born shape shifter who enjoys jumping into multiple types of projects across the company?
Do you enjoy working within a dynamic, informal and entrepreneurial environment? Then jump onboard and apply today!

Please send your motivation letter and resume to our HR department, via: jobs@bitsafe.com

We kindly ask recruitment agencies and headhunters to not come with an offer to find qualified candidates for our vacancies.

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