Account Management and Crypto Associate

Skills

About the Role

You will serve as a primary escalation point for complex customer concerns related to crypto transactions, account issues, platform usage, and other inquiries handled through the ticketing system. You will work closely with cross-functional teams such as Compliance, Risk, Product, and Engineering to investigate and resolve customer issues efficiently. You will oversee daily customer inquiries, ensuring responses are accurate, professional, empathetic, and aligned with company policies. You will monitor ticket queues and team performance to make sure SLAs and response time targets are consistently met, and you will prepare regular reports that track performance, ticket trends, and resolution times. You'll stay current on new product features and crypto-related processes, train your team accordingly, and support account-related inquiries by guiding customers on platform features and transaction processes. You will also collaborate with internal teams to improve support workflows and documentation, and take on other operational tasks as needed.

Requirements

• 1-2 years of experience in customer support, account management, or crypto/financial operations
• Bachelor's degree in any field
• Strong analytical skills and working knowledge of Google Suite programs
• Strong verbal and written communication skills in both English and Filipino
• Highly flexible, able to wear multiple hats and thrive in a fast-paced work environment
• Thinks quickly under pressure and resolves complex issues efficiently without being overwhelmed
• Meticulous, detail-oriented, and able to work independently with minimal supervision
• Demonstrated drive, ownership, and execution mindset with a proven track record of results
• Experience mentoring, supporting, or guiding junior team members is preferred
• Technical and customer service experience in fintech, crypto, or financial services is a plus
• Amenable to shifting schedules (morning, mid-shift, and graveyard shifts)

Responsibilities

• Serve as a primary escalation point for complex customer concerns related to crypto transactions, account issues, platform usage, and other related inquiries handled through the ticketing system
• Work closely with cross-functional teams such as Compliance, Risk, Product, and Engineering to investigate and resolve customer issues efficiently
• Oversee and support the handling of daily customer inquiries, ensuring responses are accurate, professional, empathetic, and aligned with company policies
• Monitor ticket queues and team performance to ensure service level agreements (SLAs) and response time targets are consistently met
• Prepare weekly and monthly reports that track team performance, ticket trends, resolution times, and operational pain points to identify opportunities for improvement
• Stay updated on new product features, platform updates, and crypto-related processes, and ensure the team is properly informed and trained
• Develop and implement strategies to improve customer experience, ticket resolution efficiency, and support quality
• Support account-related inquiries, ensuring customers receive proper guidance on platform features, transaction processes, and account concerns
• Collaborate with internal teams to improve support workflows, documentation, and operational processes related to crypto transactions
• Perform other related duties and ad-hoc operational tasks as required