Exchange Email Support Agent; Afternoon Shift

Job Description

Insight Global is currently hiring Customer Support Analysts for our client in Tempe, AZ. Our client is a global crypto and Web3 platform. We are seeking a detail‑oriented, proactive Support Agent who excels in email‑based customer service and thrives in a fast‑paced environment. This role focuses on high‑volume ticket management, fraud‑related support, account safety, and issue resolution within the crypto exchange platform.

The ideal candidate is highly organized, customer‑first, and capable of identifying risks, gathering case details, and escalating issues appropriately.

• Manage approximately 40 email tickets per day
• Provide clear, timely, and accurate responses through Zendesk
• Handle general inquiries related to the platform and user accounts

• Investigate account restrictions, fraud activity, and suspicious crypto transfers
• Identify potential scams or compromised accounts (fraud expertise not required, but strong judgment is essential)
• Gather details to support fraud claims and escalation workflows
• Monitor “urgent” or “account compromised” channels and freeze accounts when necessary to protect users

• Support FIAT‑related issues including:
• Bank transfers
• Troubleshooting linked bank accounts
• Understanding deposit/withdrawal flows
• Provide foundational support for crypto transfers; crypto knowledge is a major plus

• Participate in the QA program to maintain high service standards
• Follow documented processes, SOPs, and playbooks; elevate complex issues to senior team members
• Work cross‑functionally with Operations, Training, and Leadership to route cases and improve workflows

This is a 6-month contract‑to‑hire position with an hourly rate of $28/hr depending upon qualifications and shift preference.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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• 3–4 years of experience in customer support, operations, or a client‑facing environment (email and live chat support strongly preferred)
• Experience managing high‑volume ticket queues
• Experience using Zendesk or similar CRM platforms
• Interest in cryptocurrency or blockchain