Crypto Support Specialist

Extend Your Team

3d

About The Position

We are reinventing consumer credit. We wildly reduce the cost of capital by using technology to easily tap into people’s assets. Our first product is the world's cheapest credit card – backed by home equity. Using many patented technologies, we sped up a process that usually takes 4-6 weeks and thousands of dollars down to as fast as 15 minutes and $0 to get. Who are we? We are a well-capitalized (over $250MM in equity funding) team of technology (Square, Microsoft, Facebook) and finance (Discover, CapitalOne, Goldman Sachs) executives with top-tier investors – Founders Fund, Khosla Ventures, Max Levchin, NYCA, Sequoia, SciFi VC, Caffeinated Capital, etc. Our team includes people who have built: Financial products (Square/CashApp, the earliest CapitalOne credit cards) Consumer products ( Internet.org , Xbox) Technology infrastructure (Visual Studio, Windows & Azure, helped design the C++ & C# languages) Mathematics & science infrastructure (computational research at NASA’s JPL) We are missionaries who like to work hard on important problems - and build products that become infrastructure for society. We believe that using technology to lower the cost of capital for consumers is one of these problems - and if we can do it, it could have an infinite impact on people’s lives.

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.

Responsibilities

• Act as the primary point of contact for users requiring assistance with decentralized solutions, providing fast and effective support to ensure satisfaction.
• Analyze and resolve common user issues including transaction failures, insufficient gas fees, and slippage settings.
• Guide users in checking transaction status via blockchain explorers (e.g., Etherscan, Solscan) 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 technical bugs to Level 2 or Engineering teams as necessary.
• Collaborate cross-functionally to translate recurring user feedback into product optimization for Web3 features.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed