Associate, Customer Support (Retail Exchange Support)

Owning high-priority and escalated customer cases from intake to resolution, including complex crypto transfer, account restriction, and fiat transfer issues

Acting as the customer's point of contact across teams such as Fraud, Compliance, Deposit Operations, and Engineering, driving issues to resolution and keeping customers informed

Handling escalations from the front-line support team and management, ensuring cases reach the right owner quickly

Coaching and training front-line agents on common escalation topics to improve first-contact resolution

Partnering with department heads to keep runbooks and procedures accurate and current

Investigating root causes of recurring escalations and reopened cases, then designing and leading routing, process, and automation improvements through completion

Using support data such as backlog, reopen rate, CSAT, and resolution time to identify trends and share insights with leadership weekly

Reviewing processes quarterly for accuracy, efficiency, and scalability

Providing occasional weekend on-call coverage, with flexibility during the week

3-4 years in a customer support capacity or equivalent

A passion for providing great customer experience while solving complex problems end-to-end

Confident verbal communication and polished written communication

Experience with a ticketing platform such as Zendesk, including routing and macros

Comfort with flexible hours, including weekends, for comprehensive support coverage

Experience in crypto, fintech, or another regulated financial support environment

Familiarity with cryptocurrencies and blockchain technologies

Comfort working across teams without direct authority

Ability to explain complex account issues clearly to customers and internal partners

Basic understanding of financial markets and trading