Customer Experience Specialist
New
Z
zerohashFinTech, Crypto
Fully remote (Philippines-based), U.S. business hoursFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 2+ years
- Required Skills
- BlockchainZendeskCustomer support
Requirements
- 2+ years of customer-facing support experience in FinTech, crypto, banking, or payments.
- Exceptional spoken and written English communication skills.
- Proven ability to troubleshoot complex, financially sensitive transaction issues.
- Experience reading and analyzing operational logs.
- Proficiency with modern support tools (e.g., Zendesk, Intercom, or similar).
- Ability to work full-time U.S. business hours.
- Direct exposure to digital assets, blockchain transactions, or KYC/AML onboarding workflows.
Responsibilities
- Provide front-line support for KYC onboarding, transaction status, and digital asset operations via email and phone.
- Investigate and resolve complex, financially sensitive problems by analyzing production logs, dashboards, and transaction flows.
- Deliver clear, professional, and empathetic responses to customer inquiries.
- Take ownership of customer outcomes by following up on open items and coordinating with internal teams for escalations.
- Document operational context, contribute to team runbooks, and provide feedback to improve workflows.
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