International Customer Support
Skills
About the Role
You will provide first-line customer support across Discord, live chat, email, and Telegram, resolving user problems in real time and escalating priority issues to the appropriate teams. You will develop processes, tools, resources, and training to improve product support workflows, act in compliance with regulatory and operational standards, use user pain points to drive product improvements, and provide coverage for international timezones including weekends and off-hours as needed.
Requirements
- 4+ years of experience in financial services, fintech, crypto, trading, gaming, or web3
- Hands-on exposure to exchanges, digital asset platforms, or regulated fintech environments
- Experience with payments, market operations, KYC, AML, or trading infrastructure is a strong advantage
- Experience managing a large Discord or online community, with moderation and culture-building experience
- Comfortable working weekends and off-hours as needed
- Strong written communication and the ability to draft clear internal process documentation
- Ability to pivot quickly in a fast-moving environment
Responsibilities
- Provide first-line customer support across Discord, live chat, email, and Telegram
- Develop and lead a culture of delightful customer support across multiple channels
- Escalate priority issues to relevant teams
- Build internal programs, tools, resources, and training to improve support workflows
- Ensure compliance with regulatory and operational standards
- Analyze user pain points and drive product improvements
- Cover international timezones outside North and South America, including weekends and off-hours as needed
Benefits
- Equity
- Unlimited PTO
- Health coverage
- Vision coverage
- Dental coverage
- 401k match
- Hardware setup (MacBook Pro, large display, accessories)