Freedx is hiring a Customer Support Agent (L1) - Ukrainian Fluent/Native

**Who We Are** Freedx is a fresh-faced cryptocurrency exchange laser-focused on delivering a trading experience that's both seamless and rock-solid. Our team brings together crypto wizards, finance pros, and tech gurus who are seriously passionate about pushing digital finance forward. We're all about giving our clients the power to manage their digital assets with total confidence and zero hassle. **Our Vision** We're not just another exchange - we're on a mission to become the most trusted name in crypto trading. Our goal? Create a platform where users can trade and manage assets without losing a minute of sleep over security. We're constantly innovating, always adapting, and committed to giving our clients the absolute best tools to crush their financial goals. Come be part of a journey that's redefining digital asset trading. **Role Overview** As a Customer Support Agent (L1), you're our frontline hero. Think of yourself as the first point of contact who transforms potentially complicated customer interactions into smooth, resolution-focused experiences. You'll be fielding initial inquiries after our chatbot's first pass, handling everything from account setup to trading questions, all while maintaining top-tier professionalism. **Key Responsibilities:** - Primary Contact for Inquiries: Jump in after chatbot interactions to help customers with onboarding, account management, crypto operations, trading, and payment processes. - Onboarding Assistance: Guide customers through account setup and verification, ensuring they slide into the Freedx platform effortlessly. - Categorization and Escalation: Accurately log and categorize each inquiry, investigating and gathering info if escalation becomes necessary. - First Contact Resolution: Make solving customer issues on the first try your personal mission - enhance experience, minimize escalations. **Requirements** - 1 year of online customer support experience, preferably in tech or finance - Crystal-clear communication skills - Fluency in English and Ukrainian - Digital platform savviness and solid troubleshooting skills - Ability to follow processes while keeping genuine empathy front and center - Pro-level multitasking (handling multiple chats and investigations simultaneously) - Experience with CS tools like Zendesk, Freshdesk, Intercom - Good understanding of cryptocurrency operations and trading - Comfort supporting customers across chat, email, phone, and social media **Benefits** - Competitive salary - Flexible work schedule, remote work options - Generous paid leave - Professional development opportunities, industry event participation *Freedx is an equal opportunity employer. We're committed to an open, inclusive environment that celebrates every individual's unique background and perspective.*