Customer Support Specialist (Fintech & Crypto Payments)

About this role

About the Client
We're helping a company in the fintech and digital assets industry find an experienced Customer Support Specialist to support users of its digital assets platform and associated crypto payment card.
The company operates within the evolving financial technology space, providing digital financial solutions that connect traditional payment services with cryptocurrency and digital assets.
As the business continues to grow, they're looking for their first dedicated Customer Support Specialist to take ownership of incoming customer inquiries, resolve issues, and help establish a reliable, high-quality customer support function.
The Role
We're looking for a Customer Support Specialist – Fintech & Crypto Payments who combines excellent customer service skills with a strong understanding of financial products, digital platforms, payment transactions, and ideally cryptocurrency.
You'll be the first point of contact for customers using the platform and its associated crypto card, helping them navigate account setup, verification, platform functionality, card usage, payments, deposits, withdrawals, and other transaction-related concerns.
The majority of support will be handled through live chat and written communication, with occasional phone or video calls when customers require more hands-on assistance.
As the first person joining this function, you'll be expected to take ownership of incoming cases and resolve issues independently wherever possible, following established SOPs and escalation procedures.
This is not a generic customer service role. We're looking for someone who can understand the product, investigate problems, identify solutions, and confidently guide customers through financial and technical issues.
Role Details
Commitment: Full-Time (40 hours/week)
Working Hours: Fixed Bahamas business hours (Eastern Time)
Location: Fully Remote
Engagement: Independent Contractor
Start Date: ASAP
Monthly Rate: US$1,200 - $1,600 (Depending on level of experience)
What You'll Do
Customer Support & Platform Assistance

• Serve as the primary point of contact for incoming customer inquiries through live chat, email, and other written channels.

• Handle phone or video calls when issues require more detailed or personalized assistance.

• Guide customers through account creation, onboarding, verification, and general platform navigation.

• Help customers understand and use the platform's features and services effectively.

• Investigate customer concerns, identify underlying issues, and provide accurate, timely resolutions.

• Take ownership of cases from initial contact through resolution, escalating only when necessary and in line with established SOPs.

• Maintain professional, clear, and reassuring communication throughout the customer journey.

Crypto Card & Payment Support

• Assist customers with crypto card issuance, activation, linking, and usage.

• Troubleshoot Visa card-related issues, including declined or failed transactions, card connections, and payment concerns.

• Help customers understand transaction statuses, payment processes, and common reasons for unsuccessful transactions.

• Support customers with deposits, withdrawals, transfers, balances, and account-related transactions.

• Investigate transaction discrepancies and coordinate with internal teams where additional support is required.

• Provide clear guidance while maintaining accuracy when handling financial and transactional information.

Account Verification & Issue Resolution

• Guide customers through relevant KYC, identity verification, and account-related procedures.

• Troubleshoot common account access, verification, and platform issues.

• Independently investigate and resolve incoming cases using available tools, resources, and established procedures.

• Recognize when issues require escalation to operations, compliance, payments, or technical teams.

• Maintain ownership of the customer experience even when other teams are involved in resolving a case.

• Handle sensitive customer information with appropriate care, discretion, and confidentiality.

Support Operations & Continuous Improvement

• Accurately document customer inquiries, troubleshooting steps, actions taken, and resolutions in internal systems.

• Follow established SOPs while identifying opportunities to improve support processes and customer communication.

• Help build and refine the customer support function as the company's first dedicated support specialist.

• Identify recurring issues, customer pain points, and potential gaps in the platform experience.

• Share feedback and recommendations with relevant internal teams.

• Stay informed about platform functionality, crypto card processes, internal procedures, and product updates.

What We're Looking For
Must-Haves

• At least 3 years of experience in customer support, client services, or client operations, preferably within fintech, financial services, digital banking, payments, or cryptocurrency.

• Direct experience supporting customers using financial products, payment cards, or digital financial platforms.

• Strong understanding of card payments and common transaction issues, including declined payments, failed transactions, card activation, and payment troubleshooting.

• Familiarity with customer onboarding, account verification, KYC, and transaction-related support processes.

• Strong written and spoken English, with the ability to explain financial or technical issues clearly and professionally.

• Experience handling customer inquiries through live chat, email, or other written communication channels.

• Confidence communicating with customers through phone or video calls when required.

• Strong troubleshooting skills and the ability to independently investigate and resolve customer concerns.

• Ability to follow SOPs, exercise sound judgment, and recognize when escalation is necessary.

• Excellent attention to detail, particularly when dealing with financial…