Customer Support
Representative

The Customer Support Representative will manage customer interactions across multiple channels, offering assistance on account management, cryptocurrency transactions, and general inquiries about Cashaa’s services. This role involves addressing customer concerns, troubleshooting issues, and collaborating with internal teams to enhance the user experience.

• Respond to inquiries via email, live chat, Telegram, and social media promptly.
• Assist with account setup, verification, transactions, and product navigation.
• Uphold security protocols to protect sensitive information.
• Investigate and resolve issues related to wallets, verifications, and payments.
• Escalate complex issues to relevant departments while maintaining customer communication.
• Collaborate with technical support to troubleshoot and resolve platform issues.
• Educate customers on Cashaa services, providing clear explanations of complex concepts.
• Offer tips to enhance user experience and proactively reduce potential issues.
• Collect and analyze feedback to identify trends and improvement areas
• Provide insights to the product and technical teams for service enhancements.
• Maintain accurate records of customer interactions and solutions.
• Participate in team discussions on performance and service improvements.
• Share best practices and support fellow agents for service quality improvement.
• Adhere to compliance standards, including KYC and AML regulations.
• Maintain high standards of data security and privacy.

• 1-2 years in customer support, preferably in fintech or cryptocurrency.
• Familiarity with Freshdesk (or similar), Telegram, social media platforms, Microsoft Office, email marketing tools, and basic video editing software. Experience with crypto platforms is a plus.

• Strong written and verbal communication skills in English (additional languages are a bonus).

• Tech-savvy and quick learner, with blockchain/crypto knowledge as an advantage.

• Effective problem-solving skills and a customer-centric approach.

• Ability to work shifts, including weekends and public holidays.

• Competitive salary and growth opportunities within a leading fintech company.
• Fully remote work with flexible hours.
• Opportunities for professional development in the cryptocurrency and blockchain sectors.