Customer Experience Specialist

• Handle high-volume customer inquiries via email and phone
• Resolve issues related to KYC onboarding, transaction status, and digital asset operations
• Analyze production logs, dashboards, and transaction flows to identify root causes
• Resolve complex, financially sensitive problems
• Deliver clear, professional, and empathetic customer responses
• Follow up on open items and coordinate across internal teams for escalations
• Own tickets through final resolution
• Document operational context and contribute to team runbooks
• Provide constructive feedback to improve workflows

• 2+ years of customer-facing support experience in FinTech, crypto, banking, or payments
• Exceptional spoken and written English communication skills
• Proven ability to troubleshoot complex, financially sensitive transaction issues and read operational logs
• Proficiency with modern support tools (e.g., Zendesk, Intercom, or similar platforms)
• Ability to work full-time U.S. business hours from the Philippines
• Direct exposure to digital assets, blockchain transactions, or KYC/AML onboarding workflows

• Chance to earn equity
• Maternity & Paternity leave (after 6 months)
• WeWork All Access Membership
• WFH Yearly Stipend
• L&D Yearly Stipend (after 6 months)