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Live Chat Customer Support

2 weeks ago

Manila, National Capital Region, Philippines Wayex Full time

About Wayex
Wayex is a premier global cryptocurrency platform operating across two major brands:
Wayex Global
and
Wayex Australia
. We are a fast-growing startup dedicated to bridging the gap between traditional finance and the digital asset economy. We are seeking a reliable, tech-savvy, and professional Customer Support Specialist to join our frontline team.

The Role
As the face of Wayex, you will be the first point of contact for our Australian and global user base. This is a high-impact role where you will manage real-time interactions, collaborate with internal departments, and resolve complex technical inquiries. You aren't just answering chats; you are a product advocate and a guardian of our users' security.

Key Responsibilities

  • Customer Excellence:
    Provide sophisticated, "smart" support via live chat and email. You will manage technical tickets, including deposit delays (Fiat/Crypto), network errors, and Wayex Card troubleshooting.
  • Technical Problem Solving:
    Investigate card order failures, analyse transaction data for card disputes, and guide users through our web and mobile platforms.
  • Compliance & Security:
    Assist users with KYC (Know Your Customer) onboarding and actively monitor for fraudulent activity. You hold a "duty of care" to protect our users and keep their accounts secure.
  • Performance Metrics:
    Consistently meet or exceed KPIs, including CSAT (Customer Satisfaction), Median Response Time, and Median Handling Time.
  • Continuous Learning:
    Stay ahead of the curve in the evolving crypto landscape. Participate in fortnightly huddles, weekly team meetings to share feedback and refine internal processes.

Requirements

  • Experience:
    3+ years of customer-facing experience, specifically within the
    Finance or Fintech
    industries.
  • Crypto Literacy:
    At least intermediate knowledge of blockchain technology. You should be comfortable using blockchain explorers (e.g., Etherscan) to verify transactions.
  • Communication:
    Exceptional written English skills with the ability to convey complex information simply and professionally.
  • Tech Setup:
    A reliable, high-speed internet connection (with a backup plan for outages) and a
    dual-monitor setup
    for efficient multitasking.
  • Flexibility:
    Ability to work on a rotating roster (Monday – Sunday) to support our global 24/7 operations.

How to Apply

Please submit your
Resume
and a
Cover Letter
via LinkedIn. To be considered, your cover letter must answer the following:

  1. Why are you the best fit for the Wayex team?
  2. Detail your specific experience with cryptocurrency (personal or professional).
  3. How do you maintain high quality while managing multiple high-pressure conversations simultaneously?

Note: Applications missing a resume or a custom cover letter will not be considered.