Customer Success Rep

About Casa

Meet Casa, the leading bitcoin and ethereum security company that offers members unparalleled control over their digital wealth. Our team combines deep security expertise, human-centered design, and exceptional customer service to empower our members and build lifelong relationships with them.

Our team is 100% remote and we are open to candidates in Pacific or Mountain timezones in Canada & the United States.

Compensation: 

• Base salary range is: $54,000-$66,000 USD

THE ROLE

As a Customer Success Rep you will work directly with our members, developing trusted relationships from the moment they sign up with Casa. You’ll help them understand our products, set up their secure bitcoin and ethereum vaults, assist with service requests, identify additional needs, and act as a steady and supportive guide throughout their Casa journey. Your expertise and confidence will grant them the courage to take full advantage of self-custody and private key management, while your professionalism and attention to detail will instill trust and peace of mind at every interaction.  

Your close work with our customers will make you an invaluable collaborator with other Casa teams – you will provide feedback, report bugs, and bring the voice of the customer into discussions with our product, marketing, and executive teams. You will also contribute to ongoing innovation and enhancement of processes, approaches, and projects within the Customer Service team.

WHAT YOU’LL DO 

• Provide Exceptional Customer Support
  Respond promptly and professionally to customer emails and engage in video chat support as needed. Deliver solutions that exceed customer expectations.
• Troubleshoot & Solve Issues
  Investigate and resolve a range of common and complex customer issues.
• Identify and Report Bugs
  Recognize bugs and collaborate with engineering teams to fix them
• Offer Valuable Feedback
  Gather and communicate insights from customer interactions to help shape and improve our products and services.
• Educate Customers
  Support and guide new Casa customers through onboarding, ensuring they understand how to use our products and services effectively.
• Create Knowledge Base Content
  Develop and maintain internal and external knowledge base resources, including FAQs, troubleshooting guides, instructional videos, and chatbot training.
• Collaborate Across Teams
  Work closely with other departments at Casa to build an amazing customer experience.

WHO YOU ARE 

• Passionate About Bitcoin and Privacy
  You have experience with Bitcoin, an understanding of its technical and philosophical underpinnings, and a commitment to privacy-first software and practices.
• Customer-Focused Professional
  You have 2+ years of experience in customer support or customer-facing roles, ideally in technology or financial services.
• Excellent Communicator
  You possess strong written communication skills, with the ability to explain complex concepts clearly and concisely. You are also highly organized and detail-oriented.
• Security-Minded
  You are knowledgeable about security practices, such as two-factor authentication (2FA), password management, and encrypted communication.
• Empathetic & Professional
  You bring empathy to your interactions with customers, demonstrating patience, understanding, and professionalism even in challenging situations.
• Industry Experience (Preferred)
  Experience in cryptocurrency, fintech, wealth management, or financial services is a plus, but not required.

Why Casa?

At Casa, our mission is empowering individuals to secure their digital sovereignty, and we empower our employees to do their best work. 

• Ownership. Bitcoin is the beginning of a future you can truly own, and at Casa, everyone has a role. We offer equity opportunities so our employees can benefit from what we are building together. 
• Community. Inclusivity is important to us. We value each other and our contributions. Our team, known as the Casa Space Fleet, brings out the best in everyone while having plenty of fun along the way.
• Health Benefits. We provide medical coverage with FSA options, dental, vision, and access to mental health providers.
• Setup for Remote Success. Our team is both decentralized and effective. We reimburse up to $400 for anything you need to set up your home office. 
• Maternity/Paternity Leave. We provide 12 weeks for maternity / 4 weeks for paternity.

*As Casa is a fully remote company hiring candidates around the world, our perks and benefit packages may adjust based on your location

*Casa is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or other legally protected status.