Crypto Support Specialist

**About Us** We are reinventing consumer credit. We wildly reduce the cost of capital by using technology to easily tap into people’s assets. Our first product is the world's cheapest credit card – backed by home equity. Using many patented technologies, we sped up a process that usually takes 4-6 weeks and thousands of dollars down to as fast as 15 minutes and $0 to get. **Who are we?** We are a well-capitalized (over $250MM in equity funding) team of technology (Square, Microsoft, Facebook) and finance (Discover, CapitalOne, Goldman Sachs) executives with top-tier investors – Founders Fund, Khosla Ventures, Max Levchin, NYCA, Sequoia, SciFi VC, Caffeinated Capital, etc. Our team includes people who have built: - Financial products (Square/CashApp, the earliest CapitalOne credit cards) - Consumer products ([](http://Internet.org), Xbox) - Technology infrastructure (Visual Studio, Windows & Azure, helped design the C++ & C# languages) - Mathematics & science infrastructure (computational research at NASA’s JPL) We are missionaries who like to work hard on important problems - and build products that become infrastructure for society. We believe that using technology to lower the cost of capital for consumers is one of these problems - and if we can do it, it could have an infinite impact on people’s lives. **Responsibilities** • First-Line Resolution — Act as the primary point of contact for users requiring assistance with decentralized solutions, providing fast and effective support to ensure satisfaction. • Blockchain Troubleshooting — Analyze and resolve common user issues including transaction failures, insufficient gas fees, and slippage settings. • On-Chain Guidance — Guide users in checking transaction status via blockchain explorers (e.g., Etherscan, Solscan) and troubleshoot undelivered assets. • Security & Education — Educate users on crypto security best practices, including 2FA, phishing awareness, and safe wallet interactions. • Account Management — Assist with user onboarding, KYC/KYB verification processes, and account access issues. • Ticketing & Documentation — Utilize Zendesk and Asana to track and document interactions, escalating complex cases as needed. **Responsibilities** • First-Line Resolution — Act as the primary point of contact for users requiring assistance with decentralized solutions, providing fast and effective support to ensure satisfaction. • Blockchain Troubleshooting — Analyze and resolve common user issues including transaction failures, insufficient gas fees, and slippage settings. • On-Chain Guidance — Guide users in checking transaction status via blockchain explorers (e.g., Etherscan, Solscan) and troubleshoot undelivered assets. • Security & Education — Educate users on crypto security best practices, including 2FA, phishing awareness, and safe wallet interactions. • Account Management — Assist with user onboarding, KYC/KYB verification processes, and account access issues. • Ticketing & Documentation — Utilize Zendesk and Asana to track and document interactions, escalating complex technical bugs to Level 2 or Engineering teams as necessary. • Product Advocacy — Collaborate cross-functionally to translate recurring user feedback into product optimization for Web3 features. **Qualifications:** • Support Experience — Minimum of 1–3 years in technical customer support, ideally within the Forex or Crypto sectors. • Crypto Literacy — Strong interest in blockchain and Web3, with a foundational understanding of concepts such as gas fees, staking, and major public chains like Ethereum and Solana. • Wallet Proficiency — Hands-on experience with non-custodial wallets (e.g., MetaMask, Phantom, Ledger) and major cryptocurrency exchanges. • Technical Communication — Exceptional spoken and written English, with the clarity needed to explain complex crypto concepts to users. • Tool Mastery — High proficiency with support platforms such as Zendesk, Amazon Connect, and Asana. • Analytical Mindset — Ability to follow SOPs accurately while maintaining a problem‑solving approach to technical friction. • Flexibility — Willingness to work in a fast-paced environment with a rotating schedule.