Customer Support – Card Services, Crypto Focus

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

📋 Description

• Addressing customer inquiries promptly and effectively through ZenDesk or other customer support platforms.

• Informing cardholders about the features of Aven's Bitcoin-backed card, including monitoring Loan-to-Value (LTV) and managing collateral.

• Recording and documenting issues as well as customer feedback, both positive and negative.

• Assisting customers in navigating our application process, which includes Bitcoin deposits and the vaulting procedure.

• Monitoring customer experiences across various online and offline channels using logs, dashboards, and CRM systems.

• Delivering important account updates to users, such as Margin Call alerts or Liquidation warnings, with empathy and technical clarity.

⛳️ Requirements

• A minimum of 2 years of experience in a US-based financial services role, particularly in credit card services or loan processing.

• At least 1 year of relevant professional experience in a cryptocurrency-related position (Support, Operations, or Compliance) is essential.

• A solid understanding of Bitcoin, digital asset custody (such as BitGo), and the principles of asset-backed lending.

• Capability to articulate complex concepts like "Superposition," "Margin Calls," and "LTV Ratios" to a non-technical audience.

• Excellent communication, teamwork, and problem-solving abilities.

• High proficiency, speed, and accuracy in written correspondence.

• Fluency, clarity, and strong diction in English.

• Exceptional organizational and time management skills.

• Familiarity with customer communication tools (ZenDesk), Google Drive, and internal CRM systems.

• Detail-oriented with a focus on accuracy when dealing with volatile digital assets and financial transactions.

• Bachelor's Degree or equivalent work experience in financial services.

• Willingness to work US Pacific time (10 AM to 7 PM).

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and career growth.

• Flexible work environment with the option for remote work.

• Comprehensive health and wellness benefits.

• Engaging company culture with team-building activities.