Customer Support Agent

Relay

119d

About The Position

Relay is a leading cross-chain protocol enabling instant swaps, bridges, and NFT transactions across dozens of blockchains. Our mission is to make Web3 seamless, fast, and secure for everyone. We’re looking for a Customer Support Agent to join our global team as the front line of support for our users. This role is based in EU time zones (UTC 0–3) and is structured to complement our existing support staff in the Americas and Asia, ensuring 24/7 coverage. This is a fully remote role with a flexible time off policy. You’ll receive extensive training on Relay-specific workflows, but you should already have a basic familiarity with Web3 and DeFi concepts such as wallets, chains, and block explorers. Schedule: Full-time, Tuesday through Saturday, approximately 9am–5pm or 10am–6pm local time (flexible depending on location).

Requirements

• Experience in customer support, ideally at a Web3, crypto, or fintech company.
• Strong written and verbal English skills (native fluency not required, but must be confident and clear with both customers and teammates).
• Familiarity with Web3/DeFi fundamentals and comfort using wallets, explorers, and basic transaction debugging.
• Knowledge of EVM chains is required; some familiarity with Solana and Bitcoin is a plus.
• Ability to work independently, stay calm under pressure, and resolve time-sensitive support cases.
• Excited about working Tuesday–Saturday to provide critical global coverage.

Responsibilities

• Act as the first point of contact for users needing help with Relay, including cross-chain swaps, bridges, and general questions about Relay.
• Troubleshoot issues on our front-end app at relay.link, guiding users through step-by-step solutions with empathy and clarity.
• Investigate transaction issues (wallet addresses, hashes, explorers) and determine next steps.
• Create clear escalation reports for our support engineering team in Linear.
• Work with Intercom, Slack, and block explorers daily to triage and resolve cases.
• Help improve our AI support bot by refining answers and identifying gaps.
• Write and update internal and external documentation, FAQs, and guides for common issues.
• Communicate with empathy and professionalism — users often have real funds at stake, so accuracy and reassurance are essential.

Benefits

• Fully remote with flexible time off policy.
• Comprehensive training on Relay-specific workflows, with support from experienced teammates.
• Directly protect user trust by supporting a protocol moving millions across chains daily.
• Growth opportunities into larger roles within the organization.
• Market-competitive compensation with performance-based growth opportunities.
• Work alongside a globally distributed team building cutting-edge cross-chain technology, tackling challenges like chain abstraction, instant bridging, and novel liquidity mechanics.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 101-250 employees