Customer Support Specialist

Company Description Job Ex Staffing and Recruiting is a progressive staffing and recruiting firm based in Hyderabad, specializing in skill education, job expos, technical recruitment, and modern hiring methods. Founded in 2020, the team brings substantial technical and recruitment experience to clients across diverse industries. Job Ex focuses on quality by building strong relationships with employers and serving as a preferred partner for permanent, contractual, intern, and interim staffing solutions.

The company’s mission is to add value to clients by connecting them with the best talent to support business growth. Candidates and employers can learn more or get in touch by emailing

Role Description The Customer Support Specialist is a full-time, remote role responsible for providing timely, professional support to candidates, clients, and internal stakeholders. Day-to-day tasks include responding to inquiries via email, phone, and chat, resolving basic technical or process-related issues, and guiding users through application and onboarding processes. The specialist will document interactions, track issues, and elevate complex concerns to the appropriate team members while maintaining high standards of customer satisfaction.

This role also involves collaborating with recruiters and operations staff, identifying recurring issues, and suggesting improvements to enhance overall service quality and user experience.

Qualifications

• Proven experience as a Customer Support Specialist in crypto, blockchain, Web3, fintech, or digital assets.
• Strong understanding of cryptocurrency exchanges, wallets, tokens, stable coins, and blockchain transactions.
• Experience assisting users with account access, verification, deposits, withdrawals, wallet connections, and transaction status.
• Ability to explain blockchain concepts, network fees, confirmations, delays, and transaction hashes clearly.
• Experience using support platforms such as Zendesk, Intercom, Freshdesk, or similar tools.
• Strong written communication skills and ability to provide clear, professional, and empathetic support.
• Ability to investigate customer issues, review transaction details, and escape technical or compliance cases.
• Familiarity with KYC/AML procedures, fraud prevention, account security, and responsible handling of sensitive information.
• Ability to identify phishing attempts, scams, suspicious activity, and unauthorized transactions.
• Experience maintaining accurate case records and meeting response-time and resolution-time targets.
• Ability to work with technical, compliance, operations, and product teams.
• Willingness to work flexible hours, including weekends and rotating shifts, in a 24/7 crypto environment.