Customer Support Specialist

We’re looking for a Customer Support Specialist to become the first line of contact for our clients and users, ensuring smooth onboarding, quick troubleshooting, and clear communication.

If you are detail-oriented, stay calm under pressure, and love helping people solve problems — this role is for you.

We are a fast-growing Web3 company building infrastructure for real-world asset tokenization and investment onboarding. Operating at the intersection of blockchain, crowdfunding, and traditional finance, we’re opening new opportunities for both founders and investors.

🎯 Scope of Work

1. User Onboarding & Account Issues

• Assist with registrations, logins, and password resets.
• Guide users through wallet connection and KYC/AML verification.
• Answer “how-to” questions on platform navigation and tokenization workflows.

2. Technical Troubleshooting (Main Focus)

• Receive and triage bug reports.
• Provide first-level troubleshooting (cache clearing, wallet/browser updates, transaction status checks).
• Escalate unresolved issues to Tech Team with proper logs and descriptions.

3. Customer Education & Retention

• Explain platform features (subscriptions, tokenization process, dashboards).
• Share guides, FAQs, and tutorials.
• Track recurring issues and propose updates to the knowledge base.
• Act as a feedback channel between users and product teams.

✅ Best Practices & Processes

• Systems & Tools
   
  • Work with a ticketing system (Zendesk, Freshdesk, or Intercom).
  • Apply clear tagging (registration, bug, investor onboarding).
  • Build and maintain knowledge base (FAQs, video guides).
  • Use automation for common responses.
• Processes
  • Critical issues (blocking transactions/tokenization) → escalate immediately.
  • High priority (registration/KYC issues) → resolve within hours.
  • Medium/Low (general questions) → reply within 24—48h.
  • Follow standard escalation flow: Support → L2 Tech Support → Dev/Compliance.
  • Weekly reporting on ticket volume, resolution time, and satisfaction.
• Communication Standards
  • Always reply within SLA (acknowledge if not solved yet).
  • Use simple, user-friendly language.
  • Provide step-by-step instructions with links/screenshots.

  • Keep tone professional yet friendly.

     

📈 Growth & Scalability

• Phase 1 (MVP): direct support via email/chat, internal FAQ.
• Phase 2 (Growth): ticketing system + knowledge base + outsourced L1 support.
• Phase 3 (Scale-up): 24/7 multi-language support, AI chatbot integration.
• Phase 4 (Enterprise): dedicated account managers + analytics-driven improvements.

✅ Requirements

Must-Haves

• Advanced English (spoken & written).
• Experience in SaaS or complex product support.
• Strong troubleshooting skills (basic tech checks, wallet/browser issues).
• Ability to clearly explain processes to non-technical users.
• Proactivity, responsibility, and strict process adherence.
• Stress resilience and flexibility in fast-changing environments.

Nice-to-Haves

• Experience with Zendesk/Freshdesk/Intercom.
• Understanding of KYC/AML processes.
• Basic knowledge of blockchain or strong willingness to learn.
• Experience working in Web3/FinTech.

💰 What We Offer

• Competitive compensation with performance-based bonuses.
• Fully remote work with flexible hours.
• Opportunity to grow into L2/L3 support or customer success roles.
• Be part of a cutting-edge Web3 product team.