Customer Support Manager (day and night shifts by CET)

Responsibilities:

• Customer Communication: Engage with customers and partners via chat and email in English, resolving inquiries within established SLA timeframes.
• Liaison Communication: Liaise with providers to resolve customers' requests.
• Information Delivery: Provide accurate, valid, and comprehensive information using internal knowledge bases and support tools.
• Problem Solving: Analyze customer issues, investigate root causes, and proactively search for solutions.

Requirements:

• English: Written Upper-Intermediate (B2) or higher.
• Crypto Knowledge: Basic understanding of cryptocurrency and blockchain concepts, willingness to deepen this knowledge on the job.
• Customer Focus: Customer-oriented with a responsible, ownership-driven attitude.
• Industry Attitude: Genuine interest in and positive attitude toward the crypto industry.
• Proactivity: Proactive, meticulous, and detail-oriented, comfortable working with ambiguity and multiple tools simultaneously.

Nice to have:

• Experience: 1+ years of experience in support.
• Domain: Experience in fintech or crypto.
• Tools: Confident using chat/ticketing systems (e.g., Zendesk, Intercom, or similar).

Conditions and benefits:

• Remote-friendly culture: Work from anywhere in the world with a flexible schedule in CET timezone.
• Growth opportunities: Paid training, support for certifications, participation in professional events, and real career growth paths within the department and across the company.
• Reliable conditions: Transparent terms, stable compensation, and consistent support.