Customer Support

Job Description

REQUIREMENTS

• Professional working proficiency in English (written and verbal)
• 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

RESPONSIBILITIES

• 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

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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