Support Manager

Brand & Company context

Lunu Solutions was founded in Berlin in 2018 by Artem Shaginyan (CEO) and Petr Vishnyakov (CTO). Lunu Solutions closes the gap between cryptocurrencies and the real world. The company’s innovative payment solutions allow customers to spend their cryptocurrencies as fiat cash at points of sale in ordinary, transparent, retail transactions taking just a few seconds and costing less than other non-cash purchases.

Lunu’s digital processing service supports a potentially unlimited number of cryptocurrencies and compatible wallets – as well as credit card and NFC payments systems. Using the sleek Lunu Mobile Terminal in-store or the Lunu Online Widget online, the service accesses instantly the most favorable decentralized market exchange rate for the customer who wants to pay with cryptos. The cryptocurrencies are then converted instantly to local-currency-backed stablecoins, ultimately transferred into the retailer’s bank account as real money.

Lunu is an aspirational brand - principled, fair and even-handed, dedicated to art and aesthetics, with a strong sense of social responsibility. The company’s current activities in the arts are based on the idea of the ‘cosmic ocean’ which, like the Lunu terminal, connects the world and it inhabitants. More than just a tech startup, Lunu is emblematic of a new way of life for the 21st century.

We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services.

Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with help desk software.

Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

Requested profile:

• Respond to customer/retailer queries in a timely and accurate way, via phone, email or chat
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Monitor customer/retailer complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers/retailers to ensure their technical issues are resolved
• Gather customer/retailer feedback and share with our Product, Sales and Marketing teams
• Assist in training junior Customer Support Representatives

Requirements

• Experience as a Customer Support Specialist or similar CS role
• Familiarity with fintech industry is a plus
• Experience using help desk software and remote support tools
• Understanding of how CRM systems work
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Patience when handling tough cases
• Fluent in English and Russian. Other languages are welcome

Our offer:

• Competitive salary in line with qualifications
• Contractual employment with a German company
• Paid holiday leave
• Paid sick leave
• Flexible start times
• Opportunities for personal and professional growth
• Modern goal and process-based management style
• Remote work from any city or country

If you are interested in the opportunity, please drop us your CV via email: [email protected]