Remote Customer Service Advisor – Crypto Trading Platform

As a Remote Customer Service Advisor on our cutting-edge Crypto Trading Platform, you will deliver exceptional customer support across live chat, email, and phone channels. You guide clients worldwide through every trading step—account setup, KYC/AML compliance, technical troubleshooting. Your proactive engagement will strengthen client success, drive retention, and power our platform’s reputation in fintech. Our platform leverages real-time market feeds, advanced charting tools, and military-grade security. - You will support features such as leverage trading, algorithmic orders, mobile app synchronization, and API integrations. - You’ll navigate blockchain data, smart contract interactions, and decentralized finance modules. This role deepens your technical acumen—placing you at the forefront of fintech innovation. Key Responsibilities - You will deliver live chat, phone, and email support for the Crypto Trading Platform. - You will guide clients through account setup, verification (KYC/AML), and document submission. - You will diagnose technical issues across web and mobile applications (iOS, Android). - You will collaborate with Compliance, Back Office, and IT teams to resolve cases swiftly. - You will maintain accurate client profiles in our CRM systems (Zendesk, Salesforce). - You will promote platform features and premium services to drive user engagement. - You will compile support metrics (CSAT, FRT) and present actionable insights. - You will document troubleshooting guides and update the internal knowledge base. - You will contribute to process improvements by sharing best practices globally. - You will assist other departments to ensure seamless client experiences. Day-to-Day Duties - You will ensure a first response time below 60 seconds in live chat. - You will review and approve new client documents following AML protocols. - You will deliver step-by-step tutorials on order types and risk management. - You will collect client feedback to enhance platform usability and UX design. - You will assist in crafting FAQ entries, knowledge base articles, and tutorial videos. - You will track support trends and propose improvements during weekly team reviews. Required Skills and Qualifications - You hold a bachelor’s degree in Business, Finance, or a related discipline. You bring proven customer success expertise in fintech or crypto ecosystems. - Bachelor’s degree in Business Administration, Finance, Economics, or related field. - 2+ years in customer support or success within fintech or cryptocurrency. - Fluent English (written and spoken); proficiency in Spanish, French, or Arabic is a plus. - Mastery of MS Excel, Word, and CRM platforms (Zendesk, Salesforce). - Solid understanding of KYC/AML compliance and regulatory requirements. - Strong communication, analytical, and multitasking abilities. - Capacity to thrive under pressure in a distributed, remote team. - Familiarity with trading concepts: margin trading, spot orders, order execution. Nice to Have - Multilingual fluency in three or more languages. - Experience with additional CRM tools (Intercom, Freshdesk). - Knowledge of data analytics tools (SQL, Tableau, Power BI). - Background in DeFi protocols, staking, or NFT marketplaces. - Understanding of agile or DevOps practices. - Prior work in a global, cross-functional support environment. - Training or certification in DeFi, blockchain, or digital assets. - Participation in hackathons, webinars, or industry conferences. Perks & Benefits - Competitive salary paid in fiat and cryptocurrency. - Equity options and token grants—aligning your success with ours. - 100% remote work flexibility and a work-from-anywhere policy.