Crypto Customer Support Agent

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Customer Operations

Crypto Customer Support Agent

Be the front line for users of a leading blockchain platform

Location

Job Description

Join our crypto operations team supporting users of a leading blockchain platform. You’ll handle wallet queries, transaction disputes, and KYC escalations using our structured L1–L3 model. This role is ideal for someone who’s passionate about the crypto space and wants to build a career at the intersection of Web3 and customer experience.

Responsibilities

Handle inbound support tickets across wallet issues, transaction disputes, and KYC verification queries
Follow L1–L3 escalation protocols to resolve or route tickets efficiently
Maintain CSAT targets and individual SLA compliance
Document recurring issues and contribute to the internal knowledge base
Communicate clearly with users in both English and Spanish
Flag suspicious activity or patterns to the Compliance & Risk team

Requirements

1+ year in customer support (crypto or fintech preferred)
English B2+ (written and spoken)
Familiarity with blockchain basics: wallets, transactions, exchanges
Strong problem-solving skills and attention to detail
Ability to work independently in a remote setting

Nice to Have

Experience with Zendesk or Intercom
Knowledge of KYC/AML processes
Portuguese is a plus
Active crypto user or enthusiast

Benefits

Fully remote position with flexible hours

Industry-specific Web3 and crypto training program

Health & wellness benefits for full-time members

Direct exposure to top-tier blockchain platforms