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Mid LevelFull-timeC++C#Azure
Salary Range
$72,250 - $97,750 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Customer Support Specialist to join our team focused on decentralized solutions. This role involves providing fast and effective support to users, resolving technical issues, and guiding users through blockchain processes.
Key Responsibilities
- →Act as the primary point of contact for users requiring assistance with decentralized solutions
- →Analyze and resolve common user issues including transaction failures, insufficient gas fees, and slippage settings
- →Guide users in checking transaction status via blockchain explorers and troubleshoot undelivered assets
- →Educate users on crypto security best practices including 2FA, phishing awareness, and safe wallet interactions
- →Assist with user onboarding, KYC/KYB verification processes, and account access issues
- →Utilize Zendesk and Asana to track and document interactions, escalating complex cases as needed
- →Collaborate cross-functionally to translate recurring user feedback into product optimization for Web3 features
Requirements
- ✓Minimum of 1–3 years in technical customer support, ideally within the Forex or Crypto sectors
- ✓Strong interest in blockchain and Web3, with a foundational understanding of concepts such as gas fees, staking, and major public chains like Ethereum and Solana
- ✓Hands-on experience with non-custodial wallets (e.g., MetaMask, Phantom, Ledger) and major cryptocurrency exchanges
- ✓Exceptional spoken and written English, with the clarity needed to explain complex crypto concepts to users
- ✓High proficiency with support platforms such as Zendesk, Amazon Connect, and Asana
- ✓Ability to follow SOPs accurately while maintaining a problem-solving approach to technical friction
- ✓Willingness to work in a fast-paced environment with a rotating schedule
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