Member Care​/Crypto Specialist

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This range is provided by Confidential. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$22.00/hr - $24.00/hr

We are seeking a highly motivated and knowledgeable Member Care Representative / Crypto Specialist to join our team. This role is centered around communication, problem-solving, and relationship management. You’ll serve as the first point of contact for member inquiries and ensure issues are resolved quickly, accurately, and professionally while adhering to company standards and expectations You’ll be responsible for responding to customer inquiries, troubleshooting issues, and educating members on crypto-related services during active promotions, ensuring a seamless experience across all support channels.

Key Responsibilities:

• Provide prompt and courteous customer support via phone, and email.
• Assist members with account access, subscriptions, product questions, and general inquiries.
• Ensure that 90% of all calls are answered during business hours.
• Document all interactions and outcomes accurately in the CRM system (e.g., Salesforce).
• Update and verify all member contact information during interactions.
• Use the correct templates in all member communications.
• Attend scheduled team meetings and actively participate.
• Provide constructive feedback on internal processes and suggest improvements to member handling or site usability.
• Remain current on product offerings and company updates to effectively support members.

Crypto Support Responsibilities:

• Assist members with questions regarding account access, cancelling subscriptions, processing orders, crypto transactions, staking, platform functionality, and general product use across all products and services we offer.
• Troubleshoot platform or wallet-related issues and escalate technical concerns when appropriate.
• Educate members on cryptocurrency basics and our company’s crypto services and recommendations.
• Ensure all cases meet or exceed response time and quality standards (e.g., SLA compliance).
• Collaborate cross-functionally with technical support, product teams, and editorial teams to resolve member concerns and improve service delivery.
• Stay up-to-date on crypto trends, platform updates to provide accurate and timely support.
• Document all interactions and case resolutions accurately in the CRM system (e.g., Salesforce).
• Identify recurring issues and provide feedback to improve internal processes or member-facing documentation.

Required Skills and Qualifications:

• 2+ years in customer service or support, preferably in fintech or crypto-related industries.
• Demonstrated knowledge of cryptocurrency, including wallets, exchanges, staking, and general blockchain concepts.
• Strong communication skills — clear, empathetic, and concise.
• Ability to work under pressure and manage multiple cases while maintaining high-quality service.
• Familiarity with CRM and support systems like Salesforce.
• Problem-solving mindset with attention to detail and a proactive attitude.
• Experience with tools such as Coin Market Cap , Etherscan, Meta Mask, or other DeFi platforms.
• Basic technical knowledge of APIs, blockchain explorers, or smart contracts is a plus.

Success Metrics:

• Case response and resolution time within established SLAs
• Member satisfaction (CSAT) and Net Promoter Score (NPS)
• Crypto inquiry resolution accuracy

• Seniority level
  
  Not Applicable

• Employment type
  
  Other

• Job function Other

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Medical insurance

Vision insurance

401(k)

Paid paternity leave

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