Customer Support Agent
Deblock helps users manage finances by combining a traditional current account with a non-custodial crypto wallet in a single platform.
Projects
About Deblock
Deblock helps users manage traditional and digital assets by providing an IBAN account integrated with a non-custodial wallet. With it, users can receive salaries, make payments with debit cards, and manage cryptocurrencies with full control over private keys. Deblock bridges traditional banking with self-custody crypto management for European users.
Skills
About the Role
You will provide friendly, efficient, and accurate support to customers through chat and email. You will troubleshoot product questions, account issues, payments, and general inquiries, following internal procedures to ensure compliance, safety, and customer protection. You will escalate cases to FinCrime, Tech, or Product teams when needed, work rotating shifts including occasional weekends, and collaborate with teammates to improve processes and customer experience. You will maintain clear documentation, contribute to a continuously improving knowledge base, and represent the voice of the customer internally to help shape future improvements.
Requirements
- Excellent written and spoken English
- Strong communication skills
- Attention to detail and a problem solving mindset
- Comfortable working in rotational shifts, including some weekends and evenings
- Curious, motivated, and eager to learn about fintech, payments, and crypto
- Previous experience in customer support is a plus
- Eligibility to work in Portugal
- In office presence in the center of Porto (Baixa)
Responsibilities
- Provide friendly, efficient, and accurate support to customers through chat and email
- Troubleshoot product questions, account issues, payments, and general inquiries
- Follow internal procedures to ensure compliance, safety, and customer protection
- Escalate cases when needed to FinCrime, Tech, or Product teams
- Work in rotating shifts, including occasional weekends, to support the European customer base
- Collaborate with teammates to improve processes and customer experience
- Maintain clear documentation and contribute to a continuously improving knowledge base
- Represent the voice of the customer internally, helping shape future improvements
Benefits
- Health insurance with dental coverage
- Meal allowance
- All the tech you need (laptop and accessories)
