Customer Support Specialist

Relay

2d•Remote

About The Position

Relay is a cross-chain payments protocol that provides instant, low-cost cross-chain bridging, swaps, and transactions. We're the fastest and cheapest way to bridge and transact across chains, serving over 5 million users who have completed 59+ million transactions with $6+ billion in volume across 85+ chains. Our company mission is to make transacting across chains as fast, cheap, and reliable as online payments. We are building the core infrastructure to abstract chains from end user payments, enabling the next billion users to experience the benefits of blockchain without the UX burdens. We are bringing the Relay Network to market through our consumer app (relay.link) and major ecosystem partners, including Opensea, Alchemy, LiFi, Metamask, Coinbase, and more. Relay's integrator base has roughly doubled in the last six months, and we're looking for a Customer Support Specialist to help triage tickets, investigate issues, answer questions, and turn everyday support work into better systems for our customers and our team.

Requirements

Clear, calm communicator with customers and internal stakeholders
High agency: take ownership, drive issues to resolution, and don't wait to be told what to do
Already using LLMs as part of your daily workflow and are quick to pick up new tools and technology
Can scale complex explanations to different audiences
Treat support work as a system: every ticket is a signal, not just something to close
Excited about blockchain and excited to go deep on the crypto side (block explorers, logs, on-chain flows)
Work well in a fast-moving startup environment and have contributed to shaping structure and processes
Keen eye for detail and notice the little things
3+ years of customer or technical support experience in the tech industry
Excellent written and verbal communication skills
Strong computer and software tooling fluency, including everyday use of AI tools
Experience triaging competing priorities in real time
A track record of turning recurring support issues into systems or process improvements

Nice To Haves

Familiarity with crypto or blockchain concepts, block explorers, logs, or on-chain transaction flows
Experience supporting developers or API integrators
Prior support experience at an early-stage or fast-growing startup
Exposure to developer tooling, self-serve product work, or internal automation

Responsibilities

Own front-line support in specific time zone hours
Provide reliable overlap with our existing support lead for incoming customer issues during your time zone working hours: US: anywhere from Hawaii to the East Coast) All other locations: UTC through UTC +9
Respond to customer tickets with clarity and care, handling the ones you can resolve directly
Triage and debug customer issues
Investigate issues using Relay's backend logs, transaction records, and block explorers
Build fluency with on-chain transaction flows for end users and integrators
Escalate the right issues to engineering with enough context for them to move quickly
Take on an increasing share of ticket volume and ownership so the team's capacity keeps pace with integrator growth
Turn recurring customer issues into process improvements, internal documentation, and feedback for product and engineering
Communicate technical context at the right level for customers and internal stakeholders
Contribute to long-term project work such as automation, documentation, and self-serve tooling in the developer portal
Build depth over time on Relay's protocol, integrations, and customer base