Job description
Customer Support & Platform Assistance
Serve as the primary point of contact for incoming customer inquiries through live chat, email, and other written channels.
Serve as the primary point of contact for incoming customer inquiries through live chat, email, and other written channels.
Handle phone or video calls when issues require more detailed or personalized assistance.
Handle phone or video calls when issues require more detailed or personalized assistance.
Guide customers through account creation, onboarding, verification, and general platform navigation.
Guide customers through account creation, onboarding, verification, and general platform navigation.
Help customers understand and use the platform's features and services effectively.
Help customers understand and use the platform's features and services effectively.
Investigate customer concerns, identify underlying issues, and provide accurate, timely resolutions.
Investigate customer concerns, identify underlying issues, and provide accurate, timely resolutions.
Take ownership of cases from initial contact through resolution, escalating only when necessary and in line with established SOPs.
Take ownership of cases from initial contact through resolution, escalating only when necessary and in line with established SOPs.
Maintain professional, clear, and reassuring communication throughout the customer journey.
Maintain professional, clear, and reassuring communication throughout the customer journey.
Crypto Card & Payment Support
Assist customers with crypto card issuance, activation, linking, and usage.
Assist customers with crypto card issuance, activation, linking, and usage.
Troubleshoot Visa card-related issues, including declined or failed transactions, card connections, and payment concerns.
Troubleshoot Visa card-related issues, including declined or failed transactions, card connections, and payment concerns.
Help customers understand transaction statuses, payment processes, and common reasons for unsuccessful transactions.
Help customers understand transaction statuses, payment processes, and common reasons for unsuccessful transactions.
Support customers with deposits, withdrawals, transfers, balances, and account-related transactions.
Support customers with deposits, withdrawals, transfers, balances, and account-related transactions.
Investigate transaction discrepancies and coordinate with internal teams where additional support is required.
Investigate transaction discrepancies and coordinate with internal teams where additional support is required.
Provide clear guidance while maintaining accuracy when handling financial and transactional information.
Provide clear guidance while maintaining accuracy when handling financial and transactional information.
Account Verification & Issue Resolution
Guide customers through relevant KYC, identity verification, and account-related procedures.
Guide customers through relevant KYC, identity verification, and account-related procedures.
Troubleshoot common account access, verification, and platform issues.
Troubleshoot common account access, verification, and platform issues.
Independently investigate and resolve incoming cases using available tools, resources, and established procedures.
Independently investigate and resolve incoming cases using available tools, resources, and established procedures.
Recognize when issues require escalation to operations, compliance, payments, or technical teams.
Recognize when issues require escalation to operations, compliance, payments, or technical teams.
Maintain ownership of the customer experience even when other teams are involved in resolving a case.
Maintain ownership of the customer experience even when other teams are involved in resolving a case.
Handle sensitive customer information with appropriate care, discretion, and confidentiality.
Handle sensitive customer information with appropriate care, discretion, and confidentiality.
Support Operations & Continuous Improvement
Accurately document customer inquiries, troubleshooting steps, actions taken, and resolutions in internal systems.
Accurately document customer inquiries, troubleshooting steps, actions taken, and resolutions in internal systems.
Follow established SOPs while identifying opportunities to improve support processes and customer communication.
Follow established SOPs while identifying opportunities to improve support processes and customer communication.
Help build and refine the customer support function as the company's first dedicated support specialist.
Help build and refine the customer support function as the company's first dedicated support specialist.
Identify recurring issues, customer pain points, and potential gaps in the platform experience.
Identify recurring issues, customer pain points, and potential gaps in the platform experience.