Responsibilities
- Responding to customer queries in a timely & effective manner via ZenDesk or other customer support tools.
- Educating cardholders on Aven's Bitcoin-backed card features, including LTV (Loan-to-Value) monitoring and collateral management.
- Documenting & logging issues (as well as customer compliments & complaints).
- Working with customers to help them go through our application flow, including the Bitcoin deposit and vaulting process.
- Tracking customer experiences across online & offline channels using logs, dashboards, and CRM systems.
- Communicating critical account updates to users, such as Margin Call alerts or Liquidation warnings, with empathy and technical clarity.
Qualifications
- At least 2 years of experience in a US-based financial services account, specifically handling credit card customer service.
- Minimum of 1 year of professional experience in a cryptocurrency-related role (Support, Operations, or Compliance) is required.
- Strong fundamental understanding of Bitcoin, digital asset custody (e.g., BitGo), and the mechanics of asset-backed lending.
- Ability to explain complex concepts such as Superposition, Margin Calls, and LTV Ratios to a non-technical audience.
- Superb communication, collaboration, and problem-solving skills.
- Proficiency, speed, and accuracy in written communication.
- Fluency, clarity, and good diction in English.
- Great organizational skills & time management abilities.
- Experience using customer communication tools (ZenDesk), Google Drive, and internal CRM systems.
- Detail-Oriented - accuracy is critical when dealing with volatile digital assets and financial transactions.
- Bachelor's Degree or comparable work experience in financial services.
- Flexibility to work US Pacific time (10 AM to 7 PM).
***Due to the volume of applications we receive, only qualified candidates will be contacted.
***Pay commensurate to experience (Pay is in USD/hr) Monthly Rate: Php73,000 - Php92,000, HMO, HMO dependent/Internet, PTO, Laptop provided
