About the jobAbout UsYou will be working on customer support for a modern blockchain-based neo-banking app. Exciting opportunity to work with the greatest Blockchain companies.The RoleAs 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 DoProvide high-quality support via tickets, live chat, and email for usersHelp maintain and improve customer support softwareInfluence the design of our customer experienceHelp define and refine our customer support processesGuide users through KYC verification, onboarding, payments, account issues, and transaction queries, through guides and ticket support where necessaryStrictly follow compliance procedures, particularly around account restrictions, transaction disputes, and regulatory requirementsCreate, maintain, and continuously improve help center articles in your supported languagesIdentify recurring problems and collaborate with product & engineering teams to drive root-cause fixesWork with our AI support bot to improve automated deflection and response accuracyEnsure smooth shift handovers and maintain excellent team coordinationTrack, observe and analyze Customer Experience metrics to help shape the design of our product and serviceRequirementsMust-have:Professional working proficiency in English (written and verbal) - required for both rolesRole 1: Full professional proficiency in Spanish + Portuguese (written and verbal)Previous customer support experience in fintech, crypto, payments, or bankingHands-on experience with helpdesk tools (Zendesk, Freshdesk, Intercom, or similar)Strong attention to detail and excellent written communication skillsAvailability 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 itemsNice-to-have:Experience with KYC/AML processes or compliance-related supportFamiliarity with crypto wallets, blockchain transactions, or Web3 applicationsExperience writing help center or knowledge base contentCustomer experience and service design skillsSystem admin technology skillsWritten and verbal working proficiency in additional languages is a considerably desirable