01Overview
Role Overview
We are looking for a proactive and customer-focused Customer Support Associate to join the Blockmaze team. The ideal candidate will be responsible for delivering exceptional support to users, merchants, partners, and ecosystem participants across our blockchain, payments, and tokenization platforms.
The role requires solid communication skills, problem-solving ability, and the capability to handle customer concerns related to onboarding, transactions, wallets, KYC verification, merchant services, and platform usage.
Key Responsibilities
- Handle customer queries via email, live chat, tickets, and CRM systems.
- Assist users with:
- Account registration and onboarding
- KYC/KYB verification issues
- Wallet-related queries
- Token transfers and transaction status
- Deposits, withdrawals, settlements, and payment issues
- Troubleshoot platform-related issues and coordinate with technical teams for resolution.
- Escalate compliance-related or high-risk cases to internal compliance/operations teams.
- Maintain accurate records of customer interactions in CRM/helpdesk systems.
- Follow SLAs and ensure timely resolution of customer tickets.
- Identify recurring customer pain points and provide feedback to product and operations teams.
- Educate users on platform features, policies, and security best practices.
- Support merchant and institutional clients during onboarding and ongoing operations.
Required Skills
- Excellent verbal and written English communication.
- Strong customer handling and conflict-resolution skills.
- Ability to work in rotational shifts, including weekends if required.
- Basic understanding of:
- Blockchain
- Crypto wallets
- Digital payments
- Fintech platforms
- Experience using support tools such as CRM/Ticketing systems
- Ability to multitask and work in a fast-paced startup environment.
Preferred Qualifications
- Prior experience in fintech, crypto, blockchain, payments, forex, or banking support.
- Understanding of KYC, AML, transaction monitoring, and fraud prevention.
- Experience handling international customers.
What We Offer
- Opportunity to work in a fast-growing blockchain ecosystem.
- Exposure to tokenization, payments, compliance, and Web3 infrastructure.
- Growth opportunities in fintech and digital asset operations.
- Competitive compensation as per market standards .
