Customer Service Representative

Responsibilities:

• Respond promptly to customer inquiries via live chat, email, phone, or social media.
• Assist customers with account setup, verification (KYC/AML), deposits, withdrawals, and trading issues.
• Troubleshoot wallet, transaction, and platform-related problems.
• Educate users on how to safely use crypto products and services.
• Escalate technical issues to the appropriate department when necessary.
• Maintain up-to-date knowledge of cryptocurrency, blockchain, wallets, and market trends.
• Ensure customer satisfaction by providing timely, clear, and professional communication.
• Document and track support tickets, feedback, and common issues for process improvement.
• Work closely with compliance and risk teams to handle fraud, security, or regulatory concerns.

Requirements:

• Proven experience in customer service or technical support, preferably in fintech, crypto, or financial services.
• Strong knowledge of cryptocurrencies, exchanges, wallets, and blockchain basics.
• Excellent verbal and written communication skills.
• Ability to remain calm and professional when handling complex or sensitive issues.
• Strong problem-solving skills with attention to detail.
• Comfortable working in a fast-paced, high-growth environment.
• Familiarity with KYC processes is a plus.
• Customer relationship management (CRM tools, ticketing systems).
• Knowledge of crypto platforms/exchanges.
• Technical troubleshooting.
• Time management and multitasking.
• Empathy and patience.
• Must be trustworthy and loyal.