• This is a fully remote role requiring English fluency
• Security and privacy focused
• You must be willing to work non-traditional hours and weekends as scheduled per business need
• Past experience in payment processing is preferred
• High output - metrics based experience is a plus
• Able to make quick decisions autonomously
• Passionate about clients and their overall experience
• Excellent computer literacy and ability to learn and navigate new software using multiple platforms. Must be able to use excel and execute simple scripts
• Detail oriented
• Crypto trading experience, preferably on multiple platforms preferred
• Fantastic communication skills in order to operate globally across multiple departments and stakeholders
• Prior relevant experience in financial services, crypto, technology, and/or customer support

Desirable

• This is a 6 months temporary contract
• You must be willing to work evenings and weekends
• We’re accepting applicants for our Client Engagement team, which provides first rate customer support to our users and also handles most aspects of payment operations
• Utilizing email and live chat (phone support may be required at times) to respond to between 50 to 150+ client requests regarding payments and other general questions on a daily basis
• Meet Service Level Agreements (SLA) & Quality Assurance (QA) standards
• Utilize Key Performance Indicators (KPI)
• Liaise with our card payment providers to ensure that clients’ transactions are processed in a timely manner
• Monitor technical issues
• Strive to make your team’s work as efficient as possible by improving or creating processes, automating as much of your work as possible
• Work within our fraud prevention methods to identify and handle cases of fraudulent payments
• Work to handle payment disputes and chargeback returns

• Pre-screen assessment - about crypto and client support (to be completed in 72 hours)
• Video call with our Talent Acquisition team (30 minutes)
• Interview with the Client Engagement team (60 minutes)
• Final interview with Client Engagement team managers/directors (60 minutes)