Customer Experience Specialist

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Manage a high volume of customer inquiries through email and phone communications.

• Address issues concerning KYC onboarding, transaction status, and digital asset operations.

• Examine production logs, dashboards, and transaction flows to uncover root causes.

• Tackle complex, financially sensitive challenges effectively.

• Provide clear, professional, and empathetic responses to customers.

• Follow up on outstanding items and collaborate with internal teams for escalations.

• Take ownership of tickets until they are fully resolved.

• Record operational contexts and assist in developing team runbooks.

• Offer constructive feedback aimed at enhancing workflows.

⛳️ Requirements

• Over 2 years of experience in customer-facing support roles within FinTech, cryptocurrency, banking, or payment sectors.

• Outstanding spoken and written English communication abilities.

• Demonstrated capability to troubleshoot intricate, financially sensitive transaction issues and interpret operational logs.

• Familiarity with modern support tools such as Zendesk, Intercom, or equivalent platforms.

• Availability to work full-time during U.S. business hours from the Philippines.

• Direct experience with digital assets, blockchain transactions, or KYC/AML onboarding processes.

🏝️ Benefits

• Opportunity to earn equity.

• Maternity and paternity leave available after 6 months of employment.

• Access to WeWork All Access Membership.

• Yearly stipend for working from home expenses.

• Annual learning and development stipend available after 6 months of employment.