Customer Support Specialist – Fintech, Crypto Payments
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Job Description
Customer Support Specialist supporting users of a fintech and digital assets platform. Troubleshooting crypto card payments, transactions, verification, and account issues.
Responsibilities:
- Serve as the primary point of contact for customer inquiries through live chat, email, and written channels
- Handle phone or video calls requiring detailed or personalized assistance
- Guide customers through account creation, onboarding, verification, and platform navigation
- 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
- Support deposits, withdrawals, transfers, balances, and account-related transactions
- Investigate transaction discrepancies and coordinate with internal teams
- Guide customers through KYC, identity verification, and account procedures
- Resolve account access, verification, and platform issues
- Recognize when escalation to operations, compliance, payments, or technical teams is necessary
- Document inquiries, troubleshooting steps, actions, and resolutions in internal systems
- Follow SOPs and identify opportunities to improve support processes and communications
- Help build and refine the company’s first dedicated customer support function
- Identify recurring issues and customer pain points
- Share feedback and recommendations with internal teams
- Stay informed about platform functionality, crypto card processes, procedures, and product updates
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 handling financial transactions and sensitive customer information
- Strong organizational skills and ability to manage multiple incoming cases
- Familiarity with cryptocurrency and digital assets
- Familiarity with customer support platforms such as Intercom, Zendesk, Freshdesk, Salesforce, or similar tools (nice-to-have)
- Experience with ticketing systems, knowledge bases, and internal escalation workflows (nice-to-have)
- Understanding of blockchain and cryptocurrency concepts (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
- Independence, initiative, and problem-solving in the role
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