Customer Experience Specialist

Job description

Location & Work Hours: Fully remote (Philippines-based) | Working U.S. business hours About the Role zerohash is looking for a Customer Experience Specialist to join our high-performing CX team. In this role, you will deliver exceptional, human-centered support across B2C and B2B channels, helping customers navigate complex inquiries around KYC, digital asset transactions, and account management. You will act as a trusted front-line communicator, bringing sound judgment, empathy, and technical curiosity to every interaction. Rather than relying on rigid scripts, you will take full ownership of issue resolution, ensuring every client receives accurate, clear, and thoughtful guidance. This is a permanent, full-time, fully remote position for candidates based in the Philippines capable of working U.S. business hours. Responsibilities Provide Front-line Support: Handle high-volume customer inquiries via email and phone, resolving issues related to KYC onboarding, transaction status, and digital asset operations with speed and precision. Investigate & Resolve Issues: Analyze production logs, dashboards, and transaction flows to identify root causes and resolve complex, financially sensitive problems. Communicate with Clarity: Deliver clear, professional, and empathetic responses without resorting to corporate jargon or generic templates. Own Customer Outcomes: Follow up diligently on open items, coordinate across internal teams when escalations are necessary, and see every ticket through to final resolution. Improve Team Operations: Document operational context, contribute to team runbooks, and provide constructive feedback to continuously improve workflows. Requirements 2+ years of customer-facing support experience in FinTech, crypto, banking, or payments Exceptional spoken and written English communication skills Proven ability to troubleshoot complex, financially sensitive transaction issues and read operational logs Proficiency with modern support tools (e.g., Zendesk, Intercom, or similar platforms) Ability to work full-time U.S. business hours from the Philippines Direct exposure to digital assets, blockchain transactions, or KYC/AML onboarding workflows Benefits Chance to earn equity Maternity & Paternity leave (after 6 months) WeWork All Access Membership WFH Yearly Stipend L&D Yearly Stipend (after 6 months) About zerohash zerohash is the leading crypto and stablecoin infrastructure platform and the operating system for digital money, powering the next generation of financial services. Founded in 2017, zerohash enables banks, brokerages, fintechs, and payment companies to offer crypto trading, stablecoin payments, and tokenized assets without having to build or manage complex blockchain infrastructure on their own. The zerohash platform supports three core pillars: Trade, Transact, and Tokenize. Through a single integration, customers can launch regulated crypto buy, sell, and custody services; enable 24/7 stablecoin-based funding, payouts, and settlement; and issue and manage tokenized assets with built-in compliance, risk controls, and reporting. By abstracting away technical, regulatory, and operational complexity, zerohash allows partners to treat digital assets as just another financial primitive: fast, programmable, and global. zerohash is trusted by some of the world’s most recognized financial and consumer brands, including Interactive Brokers, Morgan Stanley, Stripe, Franklin Templeton, BlackRock, DraftKings, Gusto, Worldpay, Kalshi, One Pay, among others. Today, zerohash infrastructure supports millions of end users across brokerage, wealth, payments, and marketplace platforms globally. The company is deeply regulated and compliance-first, operating across the U.S. and internationally with licenses and approvals that allow partners to enter crypto and stablecoins with confidence. zerohash has become a trusted partner for enterprises seeking to modernize financial products while meeting the highest standards for security, risk management, and regulatory oversight. To date, zerohash has raised over $280 million in funding from a mix of leading venture firms and strategic investors, including Morgan Stanley, Interactive Brokers, SoFi, Point72 Ventures, Bain Capital Crypto, Lightspeed Venture Partners, and more. zerohash has been featured in top-tier media outlets such as Bloomberg, CNBC, The Wall Street Journal, Financial Times, Reuters, Forbes, and CoinDesk, and its leadership team regularly contributes to global conversations on the future of payments, investing, and financial infrastructure. At zerohash, we're building the infrastructure that makes digital money work securely, compliantly, and at global scale. The zerohash Culture All zerohash employees are guided by the following characteristics and core principles: Independence/Ownership - An ability to work autonomously. Join zerohash, pitch ideas, and shape the work you do. Passion - We are innovating quickly and challenging the status quo. We want you to think big, be creative and ​make a difference every day. Collaborative - A good attitude and respect for others. We’re teammates, not co-workers. Everything we do is a shared success and equally a shared failure - we talk in terms of “we” not “me”. Initiative - An ability and passion for learning and asking questions. We will champion you, challenge you and push you to achieve your best - and we expect you to do the same. Empathy - An ability to listen, respect, and understand your co-workers, customers, and everyone you interact with no matter how different they are to you. Adaptability - An ability to respond quickly. We are in a fast-paced industry and so we expect you to be creative when solving a new problem and comfortable under pressure. Transparency - We believe that transparency is critical to empowering everyone to make the best decisions, both the company to its people and vice versa. Integrity - Integrity creates trust. As both an organization collectively and as individuals, it is our most valuable asset. Follow us Twitter LinkedIn Youtube Blog **We’ve recently seen an increase in individuals impersonating zerohash recruiters to target job seekers. Please stay vigilant and keep the following in mind to ensure you are communicating with the real zerohash team: Verified Emails Only: Official outreach will only come from a @zerohash .com email address. No Messaging Apps: We will never contact you via unsolicited text messages, WhatsApp, or Telegram. Official Applications: Only apply directly through our careers webpage () or . See something suspicious? If you want to verify an interview request or report a fake job posting or suspicious communication, please contact us immediately at talent @zerohash.com. This email is for fraud reports only. Candidate application inquiries will not be responded to.