Job Description:
We are looking for an Entry-Level Technical Specialist Crypto Customer Support to join our team and play a pivotal role in ensuring a seamless and engaging support experience for our clients.
As a Technical Specialist Crypto Customer Support, you will guide clients through the setup and management of their crypto accounts, troubleshoot technical issues, and serve as their trusted point of contact, ensuring they feel supported and confident in using our digital-asset services.
Responsibilities:
- Respond to customer inquiries via email and chat; diagnose and resolve common issues such as transaction delays, failed deposits/withdrawals, and connectivity errors.
- Monitor transactions for suspicious activity, flag potential risks per internal policy and regulatory guidelines to the clients, and document all escalations in the CRM.
- Work closely with Product, Engineering, and Compliance teams to communicate customer pain points, validate feature releases, and ensure support readiness.
- Assist new clients with KYC/AML verification, wallet creation, API key generation, and integration with major crypto exchanges and custodial platforms.
- Identify patterns in client issues and suggest process or product enhancements to elevate overall customer satisfaction and operational efficiency.
- Collaborate with fellow Technical Specialists, the Team Leader, and the Service Delivery Manager to ensure consistent SLAs, share lessons learned, and continuously improve our support processes.
Qualifications:
- At least 2 years of experience in a technical support or customer support role, with direct exposure to crypto account management or blockchain-based services.
- Basic understanding of blockchain concepts (wallets, transactions, block confirmations).
- Excellent written and verbal communication; able to translate technical concepts into clear, layperson-friendly language.
- Strong analytical mindset and attention to detail.
- Organized, process-oriented, and comfortable working in a fast-paced environment.
- Hands-on experience with Zendesk and Intercom for ticket management and live chat.
- Familiarity with community support channels such as Discord and Jira for issue tracking and collaboration.
- Critical thinking and problem-solving orientationable to assess situations, weigh options, and recommend the best path forward.
Company:
BUNCH is a modern outsourcing service company working for international high-growth tech startup companies that will become the unicorns of the next 5-10 years. Our current clients are based in the US, Europe, and China.
The founding team comes straight from the tech startup space, enabling BUNCH to detect untapped needs of industries like AI, e-commerce, SaaS, Fintech, Adtech, and others. We utilise lean, agile, counter-bureaucratic processes to build an organisation with minimal hierarchy and high specialisation. www.meetbunch.com.
