About the job
About Us
You will be working on customer support for a modern blockchain-based neo-banking app. Exciting opportunity to work with the greatest Blockchain companies.
The Role
As one of our first Customer Support Specialists, you will be the face of our neo-banking app and the primary point of contact for our users.
This is a fully remote position with shift-based scheduling to ensure proper coverage across multiple time zones. You will work in coordination with the other support specialist to provide responsive support during peak user hours.
You'll handle inbound support, help users resolve issues quickly, and help shape our customer support experience, knowledge base, and processes from the ground up. High performers will have clear growth opportunities into Customer Experience Design, Service Design, and Quality Assurance roles as the team expands.
What You'll Do
* Provide high-quality support via tickets, live chat, and email for users
* Help maintain and improve customer support software
* Influence the design of our customer experience
* Help define and refine our customer support processes
* Guide users through KYC verification, onboarding, payments, account issues, and transaction queries, through guides and ticket support where necessary
* Strictly follow compliance procedures, particularly around account restrictions, transaction disputes, and regulatory requirements
* Create, maintain, and continuously improve help center articles in your supported languages
* Identify recurring problems and collaborate with product & engineering teams to drive root-cause fixes
* Work with our AI support bot to improve automated deflection and response accuracy
* Ensure smooth shift handovers and maintain excellent team coordination
* Track, observe and analyze Customer Experience metrics to help shape the design of our product and service
Requirements
Must-have:
* Professional working proficiency in English (written and verbal) - required for both roles
* Role 1: Full professional proficiency in Spanish + Portuguese (written and verbal)
* Previous customer support experience in fintech, crypto, payments, or banking
* Hands-on experience with helpdesk tools (Zendesk, Freshdesk, Intercom, or similar)
* Strong attention to detail and excellent written communication skills
* Availability and flexibility for shift work to cover time zones (including some evenings or weekends depending on the assigned shift), and emergency/standby cover for critical items
Nice-to-have:
* Experience with KYC/AML processes or compliance-related support
* Familiarity with crypto wallets, blockchain transactions, or Web3 applications
* Experience writing help center or knowledge base content
* Customer experience and service design skills
* System admin technology skills
* Written and verbal working proficiency in additional languages is a considerably desirable