About the job

We don't wait for the future—we build it. We are Clavium.

Clavium is a developer-centric, tech-forward company dedicated to solving complex problems in the blockchain space. By harnessing advanced technologies, we build tools and capabilities that enable individuals to securely manage their digital assets. We foster a culture of innovation and constant challenge, empowering our team to grow, experiment, and drive impactful solutions.

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• What you'll do
• Provide 24/7 specialist support to our customers to ensure world-class, seamless, service continuity.
• Collaborate with product and engineering teams to manage all service incidents from detection to resolution, ensuring issues are handled within service level objectives.
• Understand the business needs of the customer and endeavour to meet their expectations.
• Build and maintain professional relationships with colleagues and customers, adhering to communication guidelines and policies.
• Contribute to regular process reviews and knowledge-based SOPs to continually improve services.
• Become the voice of the company to the customer and the voice of the customer to the company.

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What you'll bring

• Experience in a B2B client relationship management, customer success, or a similar role in the technology, blockchain or fintech sector.
• Experience handling high-impact customer escalations, with a focus on advanced technical troubleshooting and problem resolution.
• Ability to operate in a fast-paced and demanding environment.
• Understanding of technical troubleshooting principles and methodologies.
• Analytical skills with a proven ability to diagnose and resolve complex technical issues.
• Excellent written and oral communication skills, with the ability to engage with stakeholders at all levels and explain complex concepts clearly.
• Proactive and self-motivated with a strong sense of ownership and accountability.
• Familiarity with CRM & Ticketing software (JIRA, Zendesk, Salesforce, etc)
• An interest and understanding of blockchain technology and its application in different use cases.

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Interview Process: Our interview process consists of; a short call with our internal talent team, followed by a one-hour technical interview and finally a one-hour competency interview. Our talent team will be there to give guidance and support you through the process.