Customer Support Associate

12 hours ago

Taguig, National Capital Region, Philippines Private Advertiser Full time ₱80,000 - ₱120,000 per year

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.

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