Customer Deployment Support Specialist

Position Overview

Monetary Metals (MM) is a disruptive, high growth gold platform, which pays interest to savers, finances qualified businesses, and provides a liquid marketplace for gold leases and bonds. Monetary Metals is seeking a customer-focused and technically skilled Customer Deployment Support Specialist to support client deployments, product installations, and ongoing customer operations. The ideal candidate is a proactive problem solver who is comfortable working independently, managing multiple priorities, troubleshooting technical issues, and interacting directly with customers. This is an in-office position the reports to the VP of Asset Assurance and requires approximately 25% travel, with occasional international travel as business needs require.

Core Responsibilities

• Monitor remote CCTV installations at client sites and support related deployment activities.
• Monitor client operations, including stock-takes, system uptime, and other relevant operational data points.
• Serve as the first point of contact for customer calls and support tickets, providing timely and professional follow-up.
• Field, triage, log, track, and resolve customer issues; escalate higher-level requests as appropriate.
• Consistent follow- with customers.
• Analyze technical requirements.
• Provide technical support across company products and services and analyze customer technical requirements.
• Gather customer feedback and identify opportunities for product and process improvements.
• Set up and configure production systems and prepare hardware for customer use.
• Prepare and import customer data for new and existing customers.
• Perform product demonstrations for customers and prospective customers as needed.
• Conduct hardware testing and validation, as well as software testing and quality assurance.
• Handle and ship client orders, product returns, replacements, and related equipment.
• Perform physical inventory audits and reporting at client sites using company tools.
• Travel to customer locations, industry events, trade shows, and training as required.
• Perform other duties as assigned.
• Other duties as assigned.

Qualifications

• Associate degree or equivalent combination of education and relevant experience required; bachelors degree preferred.
• 2+ years of experience in customer support, product support, technical support, or a similar customer-facing role.
• Ability to work independently with minimal direction while demonstrating initiative and sound judgment.
• Excellent interpersonal, customer service, written, and verbal communication skills.
• Strong analytical and problem-solving abilities with the ability to effectively prioritize and manage multiple customer requests and projects.
• Comfortable troubleshooting technical hardware and software issues and supporting product deployments.
• Ability and willingness to travel approximately 25%, including occasional international travel.
• Physical inventory auditing and reporting experience is a plus.
• Experience in the jewelry, precious metals, or a related industry is a plus.
• Supervisory or team-lead experience is a plus.

Compensation & Benefits

• Competitive salary commensurate with experience
• Flexible paid time off
• Healthcare benefits
• Stock Options
• 401k