Technical Customer Success 1st Line Support (USA)

Job title: Technical Customer Success 1st Line Support (USA)

Company: Fraction

Job description: At MPCH Labs we turn cutting edge cryptography into enterprise products which improve business process management to a level beyond what is otherwise possible today. We seek to deliver MPC wallets that couple bank-grade security with unlimited enterprise functionality.

That starts with our institutional grade MPC wallet, Fraction, for companies in the crypto sector who need to take full control of their assets. Fraction is the first user-controlled platform that works around the client and, unlike other wallet providers, is agile enough to keep up with the front office.

We are a fast-growing start-up company and are in search for an energetic, highly motivated and focused individual to join the MPCH family. You will share our fundamental belief in the power and ubiquity of Multi Party Computation (MPC) to create enterprise products that fundamentally improve business process across sectors.

You will report into the Head of Customer Success based in the USA. The Technical Customer Success will be MPCH 1st line support when technical issue arises, being part of the team is an integral support for our company.

MPCH is seeking a Technical Customer Success 1st Line Support based in the USA. To be successful in this position you must have the ability to field inbound customer inquiries and be able to multi-task by handling each technical customer query efficiently.

It is crucial to have passion for the industry along with strong technical background and the ability to deliver world class support You must be quality and results driven where you can provide end-to-end support on a variety of our clients and customers requests.

The position will require the candidate to be a confident communicator at all levels and utilize in-depth understanding of technology skills across the customer success, research and development and security departments when necessary.


  • Contribute and effectively communicate to the relevant departments of on-going issues and resolved issues
  • Resolve high level issues and communicate any inquiries back through appropriate internal channels
  • Continually improve the client and customer experience by providing a five-star service by listening to inquiries and requests and work quick to deliver solutions
  • Maintain a positive, empathetic, and professional attitude toward our clients and customers always
  • Successfully drive customer satisfaction through chat, email, and video conference communications
  • Maintain expert level product knowledge and continual learning


  • Experience working within a fast-paced environment as a Technical Customer Success 1st Line Support or similar role
  • Service orientated mindset with experience in fielding calls and solving complex problems
  • Candidate must have a good understanding of blockchain, crypto and video games specific requirements (Desirable but not essential)
  • Excellent powerful communication skills and experience promoting and enhancing value through customer experience
  • Technical skills required, as they relate to the use of the product or service
  • Accountability and personal organization is essential
  • Degree preferably in Sales, Advertising, Communications, Marketing or Business desirable but not essential


  • Competitive salary including a structured commission
  • Hybrid/Agile working
  • Workstation set up for remote and office working
  • Private Health Care Plan
  • 401K Plan
  • Maternity and Paternity
  • Company Events
  • 28 Days Annual Leave inclusive of Public Holidays

Expected salary:

Location: USA

Job date: Sat, 28 May 2022 22:35:46 GMT

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