Customer Support Specialist
New
R
RelayBlockchain, Fintech
Remote, US (Hawaii to East Coast) or UTC through UTC +9Full-TimeMiddle
Salary$75K - $95K
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Job Details
- Experience
- 3+ years
- Required Skills
- DocumentationTroubleshootingProcess improvementTechnical support
Requirements
- 3+ years of customer or technical support experience in the tech industry.
- Excellent written and verbal communication skills.
- Strong computer and software tooling fluency, including everyday use of AI tools.
- Experience triaging competing priorities in real time.
- A track record of turning recurring support issues into systems or process improvements.
- Ability to work in a fast-moving startup environment.
- Keen eye for detail.
- High agency and ownership of issue resolution.
Responsibilities
- Own front-line support in specific time zone hours.
- Respond to customer tickets with clarity and care, handling the ones you can resolve directly.
- Triage and debug customer issues.
- Investigate issues using Relay's backend logs, transaction records, and block explorers.
- Escalate technical issues to engineering with sufficient context.
- Turn recurring customer issues into process improvements, internal documentation, and feedback for product teams.
- Contribute to long-term projects like automation and self-serve tooling.
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