Customer Support Specialist
Deblock provides a combined current account and non-custodial crypto wallet, allowing users to manage both traditional finances and digital assets. The service includes an IBAN, debit cards, and fee-free exchanges for both fiat and crypto, with a focus on self-custody and high-yield options.
Funding
About Deblock
Deblock offers a financial service that combines a traditional current account with a non-custodial crypto wallet. Users get an IBAN, debit cards, and can perform instant bank transfers, currency exchanges, and crypto exchanges, aiming for a fee-free experience. The platform allows users to deposit and withdraw crypto without limits and earn yields on their assets through 'Vaults'. Emphasizing self-custody, Deblock ensures that users have full control over their crypto assets ('Your Keys. Your Crypto.'), meaning their funds cannot be frozen. The service is targeted at individuals looking to integrate their daily banking with their crypto activities, such as buying coffee, receiving salaries, and investing in digital assets like Bitcoin and USDC. Deblock SAS is licensed as a Crypto-Asset Service Provider (CASP) by the AMF and as an electronic money institution by the ACPR.
Skills
About the Role
You will provide friendly, efficient, and accurate support to customers via chat and email. You will troubleshoot product questions, account issues, and payments, following internal procedures to ensure compliance and customer protection. You will escalate cases to FinCrime, Tech, or Product when needed, work rotating shifts including occasional weekends, maintain clear documentation and contribute to the knowledge base, collaborate with teammates to improve processes and customer experience, and represent the voice of the customer internally.
Requirements
- Excellent written and spoken English
- Strong communication skills
- Attention to detail and problem-solving mindset
- Comfortable working rotational shifts including 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
- Based in or near Porto (hybrid work model)
Responsibilities
- Provide friendly, efficient, and accurate support to customers through chat and email
- Troubleshoot product questions, account issues, and payments
- Follow internal procedures to ensure compliance, safety, and customer protection
- Escalate cases to FinCrime, Tech, or Product teams when needed
- Work rotating shifts including occasional weekends and evenings
- Collaborate with teammates to improve processes and customer experience
- Maintain clear documentation and contribute to the knowledge base
- Represent the voice of the customer internally
Benefits
- Health insurance with dental coverage
- Telework allowance for hybrid work
- Meal allowance
- Laptop and accessories provided
- Hybrid model with an office in Porto