Support Agent / Support Specialist 1st Line (Crypto-Fintech)

Job description

TL;DR

Support Agent (Crypto-Fintech): processing client inquiries in chats and ticket systems with a focus on resolving issues related to crypto-payments and cards. Focus on maintaining a high level of service for High Net Worth clients and escalating complex cases to specialized departments.

Support Agent / 1st Line Support Specialist at an international crypto-fintech company.

This role is for those who can not only answer clients but also calmly analyze the situation, maintain structured communication, and correctly escalate issues.

The company is developing a platform that allows clients to use crypto assets as collateral and spend funds via a card without selling cryptocurrency.

The team already has over 50 people, and clients include High Net Worth individuals.

Fully remote work worldwide (excluding Ukraine and Russia).

What you will do:

• Process inquiries via chat, ticket system, and other written channels
• Answer questions about the product, accounts, cards, payments, and transactions
• Assist with navigation, account access, onboarding, cards, and the app
• Follow verification and security procedures
• Escalate necessary cases to a manager or to Compliance, Operations, Legal, Product, Development departments
• Classify inquiries by topic, priority, and status
• Maintain communication with the client if an issue cannot be resolved immediately
• Update internal notes and case history
• Adhere to quality standards, SLAs, and Support procedures

What is important:

• Experience in customer support, client service, fintech, banking, payments, or digital products will be a significant advantage
• Good written English and professional communication skills (B2-C1) are mandatory
• Ability to work calmly and structurally with urgent, ambiguous, or sensitive situations
• Attention to detail when handling client data and financial information
• Basic understanding of digital products, applications, payments, bank cards, or financial services

Will be a plus:

• Experience in FinTech, Banking, Crypto, Payments, KYC, bank cards, or Digital Wallets
• Working with international clients
• Experience in a startup or a fast-paced environment
• Ability to identify recurring customer issues and suggest improvements

Conditions:

• Fully Remote worldwide (excluding Ukraine and Russia)
• Standard B2B contract
• Schedule: 2/2 shift pattern with 12-hour days, covering US time zones (GMT-7)
• $1300–1800 base salary + KPI, paid in cryptocurrency
• 28 calendar days of vacation per year

The compensation amount depends on the country/location of hire, candidate experience, and the approved salary range for the region. The company also offers structured onboarding, product training, team support, experience with Private Digital Banking, growth within the Support department, and involvement in improving support processes.

Contract start date: 11/01/2026

Experience specifically in FinTech, Banking, Payments, or Crypto is not mandatory. Primarily, we are interested in candidates with customer support or client service experience who can communicate effectively, handle information attentively, and remain calm in non-standard situations.

To apply, please send your resume to Telegram: