About the Role
The specialist will provide timely and precise support to users navigating a cryptocurrency platform, addressing account, transaction, and security concerns while maintaining high satisfaction standards.
Compensation
Competitive salary with performance-based incentives
Work Arrangement
Remote position with flexible hours
Team
Part of a global customer experience team
Responsibilities
- Respond promptly to customer inquiries via email, chat, and social channels
- Diagnose and resolve issues related to cryptocurrency transactions and wallet access
- Guide users through account verification and two-factor authentication processes
- Escalate technical problems to engineering teams with detailed documentation
- Maintain up-to-date knowledge of blockchain protocols and platform updates
- Assist customers with lost credentials and account recovery procedures
- Provide clear explanations of transaction fees, network confirmations, and processing times
- Monitor support tickets for urgent security incidents
- Educate users on best practices for securing digital assets
- Follow established protocols for handling sensitive personal information
- Track and report recurring customer issues to improve platform usability
- Collaborate with compliance teams on fraud detection cases
- Translate technical jargon into user-friendly language
- Ensure all interactions meet service level agreements
- Contribute to internal knowledge base articles and FAQs
Requirements
- Fluent in English with strong written communication skills
- Proven experience in customer service or technical support roles
- Familiarity with cryptocurrency concepts such as wallets, private keys, and blockchain
- Basic understanding of security practices for digital assets
- Ability to troubleshoot technical issues methodically
- Comfortable working in a fast-paced, evolving environment
- High attention to detail when handling sensitive data
- Experience with support ticketing systems like Zendesk or Intercom
- Capable of managing multiple conversations simultaneously
- Adaptable to irregular hours due to global user base
- Comfortable learning new software tools quickly
- Demonstrated ability to de-escalate tense situations
- Strong sense of ownership and accountability
- Willingness to participate in on-call rotations
- Prior experience in fintech or blockchain projects is a plus
Preferred Qualifications
- Knowledge of smart contracts and decentralized applications
- Experience supporting users across different time zones
- Familiarity with KYC and AML procedures
- Background in IT support or technical writing
- Multilingual abilities, especially in high-demand languages
Does not offer visa sponsorship
