Customer Support Associate

4 weeks ago

Eastern Manila District, Philippines Private Advertiser Full time

Key Responsibilities: Handle customer inquiries through email, chat, and other communication channels. Resolve issues related to user accounts, payments, and platform performance. Escalate complex issues to relevant departments and ensure timely resolution. Maintain accurate documentation of all customer interactions. Partner with internal teams to enhance processes and customer satisfaction. Keep up to date with company products and the evolving crypto landscape. Required Skills: Excellent communication and interpersonal skills. Strong analytical and troubleshooting ability. Experience working in a fast-paced environment. Knowledge of CRM or ticketing systems. Basic awareness of cryptocurrencies and blockchain technology. Empathetic, patient, and customer-focused attitude. 2. Conversational / Startup Style About the Role: We’re looking for a Customer Experience Specialist who loves solving problems and helping people. You’ll be the voice of our brand, guiding users through account, transaction, and platform-related questions — ensuring every customer feels supported and valued. What You’ll Do: Chat with customers through email or live support to solve issues quickly and clearly. Troubleshoot account or transaction problems with accuracy and empathy. Flag complex issues to our technical teams and follow up until they’re resolved. Share feedback to help improve how we work and serve users. Stay curious and learn about crypto, compliance, and our evolving products. You’ll Succeed If You: Communicate with clarity and warmth. Think critically under pressure and stay organized. Have experience with tools like Zendesk or Salesforce. Are curious about blockchain and the future of finance. Believe every customer deserves a great experience. 3. Technical-Focused Version Position: Customer Support Analyst – Crypto Platform Responsibilities: Manage customer requests via multiple support channels with a focus on accuracy and compliance. Investigate technical issues related to account security, transaction failures, and API integrations. Collaborate with engineering and operations teams to diagnose root causes and implement solutions. Maintain detailed case notes and escalate urgent matters as needed. Contribute to support documentation and process optimization. Stay informed about the latest updates in blockchain protocols and company features. Skills & Qualifications: Strong analytical mindset with attention to detail. Familiarity with ticketing systems and data tracking tools. Basic understanding of blockchain mechanics and wallet security. Excellent communication, time management, and problem-solving skills. Prior experience in fintech or crypto support is a plus. 4. Corporate / Enterprise Tone Role: Customer Support Representative Primary Responsibilities: Provide timely and accurate responses to customer inquiries via approved communication channels. Diagnose and resolve user issues pertaining to account access, transactions, and product functionality. Ensure all interactions comply with internal policies, security standards, and regulatory requirements. Escalate high-impact or unresolved cases appropriately. Document all case activity in the CRM system with precision. Partner cross-functionally to identify trends and enhance the customer experience. #J-18808-Ljbffr

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