Bridge Operations Associate

The shape of it

In the posting’s own words

In this role, you’ll be working directly with developers integrating Bridge APIs and helping them resolve their issues. You will take ownership of complex, technical user issues and work across teams to resolve them. As part of the team, you’ll have a big impact to grow the Product Support operation and enhance various aspects such as capacity planning and forecasting, operational tools and systems, workflow optimization and automation, metrics and reporting, quality control, and more.

What it asks for · 12

• 1-5 years of experience in a customer support role.
• You have a user first mindset and are energized by the challenge of solving difficult problems.
• You have excellent communication skills, both written and verbally.
• You excel in analytical thinking and problem solving.
• You might have prior experience in customer service or internal/external user facing operations.d processes, you are an organized, self-starter with passion for finding solutions to our user’s challenges.
• You have a process-oriented mindset and ability to get things done.
• You enjoy working in an in-office environment with strong cross team collaboration and support.
• You are able to prioritize and enjoy working in a quick-moving environment.
• You are humble and have a proven track record for working well across teams and with external partners.
• You're willing to periodically work a weekend day for which you will receive a weekday off; the SDC operates during daytime hours with shifts from the morning through early evening.
• Familiarity with SQL and ability to use template or premade SQL queries as part of investigations.
• Prior experience with cryptocurrency support.

What the job covers

• Analyze and troubleshoot complex technical issues through direct user interaction (Slack) and leveraging your knowledge of API documentation.
• Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues.
• Strategically optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics.
• Lead continuous improvement initiatives aimed at hitting key performance metrics.
• Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams.
• Constantly challenge the status quo and push for innovation in user support strategies and operational processes.

Tools and skills named

Words the posting leans on

• user10×
• support7×
• issues6×
• experience4×
• operations4×
• requirements4×
• resolve4×
• challenge3×
• metrics3×
• operational3×
• problems3×
• processes3×
• product3×
• solving3×
• user issues3×
• building2×

Counted from the posting after the mission statement and the legal notices are set aside. The ones near the top are the ones a screener is looking for.

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