Customer Support Agent; Europe coverage

Overview

’s mission is to create more ‘economic freedom’ in the world. By economic freedom we mean the ability for individuals to freely acquire and use personal resources however they choose. We assert that economic freedom is a fundamental human right and a vital component of human dignity — and we believe that it is foundational for peaceful and prosperous societies.

Our vision is to provide the next billion people with access to products that exemplify the ideals of Bitcoin. These ideals - which include peer-to-peer transactions, decentralization, censorship resistance, and permissionlessness - bolster economic freedom.

Since 2015,  has been a global leader in introducing newcomers to Bitcoin and cryptocurrency.

is currently hiring for a Customer Support Specialist to strengthen our Global Support Team.

As a customer support agent, your role is crucial in maintaining customer satisfaction and encouraging continued use of our products and services. Your responsibilities include but not limited to, enhancing CSAT, gathering user feedback, and providing prompt solutions. You will serve as the primary contact for our clients’ customers through various channels such as email, live chat, telegram, Discord, and potentially Slack.

We work with Intercom, a customer service platform, which is powered by an AI system to revolutionize the customer support process for the  users.

• Serve as the primary liaison between customers and the business, handling complaints, errors, orders, and general product queries.
• Manage 80+ conversations/day (chat/email) covering purchases, KYC, and wallet-related issues while keeping average response time under 2 minutes.
• Deliver first-contact resolution where possible and maintain high service standards and customer satisfaction.
• Use internal tools and resources (support articles/self-help) to provide accurate, complete guidance and raise/close Intercom tickets for tracking and resolution.
• Troubleshoot technical issues using tools like Bloom RPC, Electrum, and Electron Cash (or other available resources).
• Collaborate with internal teams to improve user experience, share feedback, and support task automation initiatives.
• Escalate issues to third-party partners/merchants (e.g., Banxa, Mercuryo, Moon Pay, Ramp, Simplex, Transak) when needed.
• Follow communication procedures and policies across Notion, Intercom, and Slack, and support overflow channels (e.g., Discord/Telegram for Verse, Buy, and Wallet).
• Request CSAT after issue resolution to support ongoing product and support improvements.
• Additional duties may be assigned by the reporting manager based on business needs.
• Important:
  The agent must be able to work a rotating schedule as required by business needs, including occasional emergency or sick-coverage shifts.
• Detect potential  Wallet bugs and report them clearly to the dev team for investigation and resolution.

• Positive attitude
• Problem-solving
• Taking Responsibility
• Active listening
• Gaining insights from users
• Technical knowledge
• Adaptability
• Data analysis skills
• Resourcefulness
• Excellent communication and interpersonal skills, with a keen awareness of the critical role of collaboration with cross-functional teams.
• Previous experience with non-custodial cryptocurrency applications is a strong asset
• A comprehensive understanding of payment processors, transaction monitoring systems used to approve credit/debit card transactions.
• Preferred experience includes exposure to the intricate nuances of the cryptocurrency industry.