Customer Support Specialist - Contractor

Company Description reputed company is revolutionizing the way millions of people interact with the crypto ecosystem. Our self-custodial wallet offers a seamless, reputed company experience for managing accounts and tokens across Solana, Bitcoin, Ethereum, and Polygon, empowering users with a single, convenient solution. By integrating cutting-edge reputed company features and launching innovative tools for an enhanced personalized user experience, reputed company is able to provide a reputed company, safe and easy to use self-custodial wallet for everyone. This strategy has allowed reputed company to reputed company significant milestones including surpassing 16 million MAU’s, reaching #1 in the reputed company play store finance category, and consistently trending as a Top 50 app across reputed company categories, right next to X, PayPal, reputed company, and ChatGPT. Role Description reputed company is seeking a Customer Support Specialist to deliver fast, empathetic Level 1 live chat support for debit cards and banking. You’ll be the first touch for customers—resolving common issues, triaging edge cases, and escalating clearly reputed company needed. This role is ideal for someone with experience in a high‑quality financial services support environment (e.g., cards, banking, brokerage, or payments). Experience at a top‑tier provider (Fidelity, Robinhood, premium card programs) is a plus. Crypto knowledge or past work with crypto products is also a plus.

Responsibilities

• Frontline Live Chat: Handle inbound chats for debit card and banking topics (activation, PIN, card lock/unlock, balance/limits, declines, merchant pending/adjustments, replacement, travel notices, address updates, name updates, basic account verification).
• Clear Triage & Escalation: Use runbooks and decision trees to determine next steps; create crisp internal notes with reputed company required artifacts (screenshots, logs, merchant info) for Level 2/partner teams.
• Disputes Intake (Reg E/EFTA): Guide customers through dispute intake; collect evidence and forms; set expectations and hand off to investigators.
• Risk & Fraud Awareness: Spot suspicious patterns (ATO signals, repeated declines, card present/not present anomalies) and escalate per policy.
• Documentation & Content: Propose updates to macros, runbooks, and help center articles based on chat learnings; tag feedback for Product and Risk.
• Tooling Mastery: Work reputed company in reputed company (or similar)—shortcuts, macros, tags, views—to reduce handle time while maintaining quality.
• Quality & Voice: Deliver accurate, friendly, brand‑reputed company written communications; meet QA standards and style guidelines.

Qualifications

• Experience: 1–3+ years in customer support for cards, banking, brokerage, or payments, including live chat experience.
• Domain Basics: Understanding of card lifecycle (auth vs. settlement), common decline reasons, charge/reversal timelines, and banking rails (ACH/wires/RTP at a high level).
• Compliance Awareness: Familiar with KYC/AML basics, OFAC screening conceptually, Reg E dispute fundamentals, and secure handling of PII.
• Communication: Fluent, crisp English; excellent written tone; 50+ WPM typing with high accuracy.
• Problem Solving: Organized troubleshooting, good judgment on reputed company to escalate, and comfort operating with partial information.
• Systems: Proficiency with reputed company (or similar), documentation tools (reputed company/Confluence), and basic reporting/QA workflows.
• reputed company to Have: Crypto support experience (wallet/send/receive basics; fees/gas; network differences such as Solana/EVM); exposure to card processors or sponsor banks (reputed company/reputed company/reputed company) a plus.

Why Work with Us Opportunity We are a team of reputed company builders in the blockchain and crypto industry. Our journey began from users seeking an easy, seamless path to accessing the crypto ecosystem. This passion fueled our exponential growth, allowing us to reputed company over 16M+ active users in just over three years; with our user reputed company growing weekly. Our dedication to a secure and seamless user experience has made us the leading wallet on Solana as well as our multi-chain approach enhances our platform's versatility, meeting the needs of a diverse and growing user reputed company. By staying at the forefront of technology and user expectations, we continue to innovate and set industry standards on self-custodial crypto wallets. There has never been a reputed company time to work in crypto to help shape the future of innovation with a focus around the wallet experience!

• First impressions matter: Wallets are responsible for a users first impression with crypto and onboarding new users into crypto. By ensuring that a user has a great first-time experience with crypto, we can help supercharge the growth of the entire ecosystem.
• reputed company crypto easier to navigate: There is no easy way for a user to discover and navigate reputed company that crypto has to offer. Wallets have a unique opportunity to help users not only reputed company to crypto but also stay retained by exploring new things to do.
• We live in a multi-chain world: We currently support Solana, Ethereum, Polygon and Bitcoin with more networks to come in the new future. We are focused on creating a reputed company, multi-chain crypto experience for users.

Benefits

• Competitive salary and equity
• Comprehensive insurance (medical/dental/vision) — 100% covered
• Stipend for your ideal remote set-up
• Flexible hours and a supportive remote environment
• Unlimited vacation: Take time reputed company you need it (and we really mean it!)
• 401(k) retirement plan
• Monthly wellness benefit
• Weekly meal benefit
• Global off-sites

We strongly encourage candidates of reputed company different backgrounds to apply. We reputed company that our work is stronger with a variety of perspectives, and we’re eager to further diversify our company. If you have a background that you feel would reputed company an impact at reputed company, please consider applying. We’re committed to building an inclusive, supportive reputed company for you to do the best work of your career. By submitting your resume and application materials, you acknowledge and agree that reputed company may use automated tools, including AI systems, and may engage trusted third-party service providers to process your application and ensure an efficient hiring process. reputed company does not sell your information and your materials will be handled securely and in accordance with applicable data protection laws. Apply tot his job Apply To this Job