Customer Support Specialist – Fintech, Crypto Payments
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Job Description
Customer Support Specialist supporting users of a fintech and digital assets platform. Resolving crypto card, payment, verification, and transaction issues remotely.
Responsibilities:
- Serve as the primary point of contact for customer inquiries through live chat, email, and other written channels
- Handle phone or video calls when issues require detailed or personalized assistance
- Guide customers through account creation, onboarding, verification, and platform navigation
- Help customers use platform features and services
- Investigate customer concerns and provide accurate, timely resolutions
- Own cases from initial contact through resolution, escalating according to SOPs
- Assist with crypto card issuance, activation, linking, and usage
- Troubleshoot Visa card issues, declined or failed transactions, card connections, and payment concerns
- Explain transaction statuses, payment processes, deposits, withdrawals, transfers, balances, and account transactions
- Guide customers through KYC, identity verification, and account procedures
- Document inquiries, troubleshooting steps, actions, and resolutions in internal systems
- Identify recurring issues and opportunities to improve support processes
- Share feedback and recommendations with internal teams
- Stay informed about platform functionality, crypto card processes, procedures, and product updates
- Coordinate with operations, compliance, payments, risk, fraud, and technical teams when escalation is required
Requirements:
- At least 3 years of experience in customer support, client services, or client operations, preferably within fintech, financial services, digital banking, payments, or cryptocurrency
- Direct experience supporting customers using financial products, payment cards, or digital financial platforms
- Strong understanding of card payments and common transaction issues, including declined payments, failed transactions, card activation, and payment troubleshooting
- Familiarity with customer onboarding, account verification, KYC, and transaction-related support processes
- Strong written and spoken English
- Experience handling customer inquiries through live chat, email, or other written communication channels
- Confidence communicating through phone or video calls when required
- Strong troubleshooting skills and ability to independently investigate and resolve customer concerns
- Ability to follow SOPs, exercise sound judgment, and recognize when escalation is necessary
- Excellent attention to detail when dealing with financial transactions and sensitive customer information
- Strong organizational skills and ability to manage multiple incoming cases
- Familiarity with cryptocurrency and digital assets
- Professional experience supporting cryptocurrency exchanges, wallet providers, crypto cards, trading platforms, or digital assets businesses is a nice-to-have
- Experience supporting Visa/Mastercard-linked financial products or payment cards is a nice-to-have
- Familiarity with cryptocurrency wallets, exchanges, deposits, withdrawals, and on-chain transactions is a nice-to-have
- Familiarity with Intercom, Zendesk, Freshdesk, Salesforce, or similar tools is a nice-to-have
Benefits:
- Fully remote work
- Hands-on exposure to digital financial products, crypto cards, payment processes, and platform operations
- Meaningful ownership of customer cases
- Collaboration with operations, compliance, payments, and technical teams
- Independent, initiative-driven work environment
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