Trezor Expert aka Customer Success Advisor

On-site
Praha
Full-time

Ready to 'Take Control' of your career and join a legendary team?

Trezor created the world’s first hardware wallet and has been setting the standard for self custody, open source transparency, and top tier security since 2012. We're not just part of crypto. We helped build it. Proudly independent and Czech based, we’re led by legendary founders who are still actively shaping the future of digital freedom.

As a Trezor Expert you'll guide customers to self-custody solutions by conducting 1-on-1 video sessions as well as handling support tickets. The aim is to make customers feel confident and supported in their journey.

Are you ready to be a part of our world-class service and empower our customers to securely take control of their digital assets by leading live video sessions? You will, of course, be taking a break from the sessions and have some silent time by handling support tickets and providing prompt and accurate solutions to customers' technical issues. ⚠️

👉 What you’ll do:

Providing tailored onboarding sessions to customers through live video interactions
Educating and guiding customers on secure self-custody wallet setup, configuration and best security practices
Helping new customers understand their role in secure usage of Trezor hardware wallets
Handling customer support tickets for self-custody onboarding, troubleshooting, and general inquiries
Providing outstanding customer service by demonstrating politeness, promptness, and proactivity when resolving client issues and answering questions
Developing a deep understanding of clients and use it in collaboration with product, marketing, and operations teams
Escalating complex issues to the appropriate teams while ensuring effective communication and timely resolution

💪 Who we’re looking for?

Impeccable spoken and written English (C2)
Previous experience in a client-facing role or customer support (the fintech or cryptocurrency industry is a big advantage)
Experience in technology and internet navigation to assist customers with digital platforms, troubleshoot technical issues, and provide guidance on online resources
Excellent communication skills, mainly verbal (public speaking, leading seminars, teaching) but also written
Track record of resolving issues promptly and simplifying technical concepts
Ability to stay calm when guiding clients through digital asset management
Willingness to work shifts, including weekends and evening shifts
Eagerness to learn more about Bitcoin and crypto
Experience with hardware wallets is a bonus: Hands-on experience or familiarity with hardware wallets
Awesome if you’ve assisted customers remotely or virtually and built rapport in a remote setting
A plus if you’ve used a ticketing system like FreshDesk or Zendesk

🤝 What’s in it for you?

A chance to be part of a brand that has shaped the crypto industry
Option to receive part of your compensation in bitcoin
Budget for professional development (training programs, courses and workshops of your choice)
Friendly and supportive environment, regular company events and fun get-togethers
Renovated offices (gym, football table, billiards, PlayStation and a 3D printer)
Benefits such as a MultiSport card, company mobile plan, and more
Free on-site parking

👋 Sounds good? We’d love to hear from you. Please send your CV and a brief cover letter. We typically respond within a week of reviewing your application.