Customer Support Specialist

Koyfin is a rapidly growing, VC-backed, NYC-based fintech startup looking to hire a Customer Support Specialist to care about our users and make your impact in building and scaling our product from thousands to millions of users. 

Our mission is to empower investors with easy-to-use analytics and beautiful charts to research stocks and understand market trends. Koyfin's vast, real-time data coverage includes data on stocks, Exchange Traded Funds (ETFs), fixed income securities, Foreign Exchange (FX) currencies, commodities, economics, financial news and Twitter. Superior functionality combined with a delightful user experience explains why the number of users on Koyfin has tripled over the past year and our daily users spend more than two hours per day on our browser-based platform. We’re not the only ones who think we’re on to something big. Koyfin is backed by Social Leverage and Craft Ventures, two of the savviest, value-adding seed-stage VC firms.

See what users are saying about us on Twitter and check out our company overview.

Who we’re looking for?

• Experience in Customer Support, SaaS experience will be a plus

• Experience with different communication instruments and management tools (email, Zendesk, Hubspot, Canny, etc )

• Advanced English level

• Super organizational skills

• Excellent communication skills/clear articulation of thoughts

• Problem-solving/Troubleshooting

• Desire to learn how to use Koyfin investment tool

What you’ll be doing?

• Collect and prioritize customers’ feedback. Set tasks in ClickUp for our developers according to the feedback

• Communicating bugs to QA team and/or relevant Pod Lead + checking statuses of issues. Communicating fixed issues back to users

• Respond promptly to customers’ questions, complaints and requests via email, feedback instruments

• Manage communication infrastructure: Mixpanel CRM / other CRM tool emails; canny

• Communicating with marketing customer desires and the most popular requests for compiling Help Base

What to expect?

As part of the team, you will live the Koyfin values:

• GET THINGS DONE: At Koyfin, Engineers move ideas forward and they understand the big picture. Believe in progress over perfection. Engineers own production services end-to-end, so you will be deploying multiple times a week as part of an Agile process

• BELIEVE IN TEAMWORK: Own, operate, and maintain your team’s services in a production environment and empower others to learn and succeed. Accomplish together as a team, It’s not a zero-sum game

• CUSTOMER FOCUSED/OPEN MINDED: We welcome feedback from customers & colleagues. Stay humble and listen then act on it. Build trust with honesty and don’t hold back bad news

• PASSIONATE: Be proud of what you built and work tirelessly to make it the best platform to empower our customers. Enable feature velocity while maintaining quality by writing unit, functional, load and performance tests

What we offer

• We strive to create an open environment where problems are solved by honest and rigorous discussion

• A small team at a fast-growing fintech startup where each person has a big impact

• Flexible work schedule

• Modern coworking space in the center of Kyiv

• Generous salary and bonus potential

• Health Insurance 

• Team Events

• Extra days of vacations