Customer Support for Card Services - Crypto Focus

📋 Description

• Respond to customer queries via ZenDesk or other support tools.
• Educate cardholders on Bitcoin-backed features, including LTV monitoring.
• Document and log issues, and capture customer compliments and complaints.
• Assist customers through the application flow, including Bitcoin deposits and vaulting.
• Track customer experiences across online and offline channels using logs and CRM.
• Communicate critical account updates like Margin Calls with empathy and clarity.

🎯 Requirements

• 2+ years in US-based financial services handling credit cards or loans.
• Minimum 1 year in a crypto-related role (Support/Ops/Compliance).
• Strong understanding of Bitcoin, asset custody (BitGo), and lending mechanics.
• Explain complex concepts like Superposition, Margin Calls, and LTV ratios.
• Excellent communication, collaboration, and problem-solving skills.
• Proficient written communication with speed and accuracy.
• Fluency and clarity in English.
• Excellent time-management and organizational skills.
• Experience with ZenDesk, Google Drive, and internal CRM systems.
• Detail-oriented; accuracy with volatile digital assets.
• Bachelor's Degree or equivalent work experience in financial services.
• Flexibility to work US Pacific time (10 AM to 7 PM).