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Trust Wallet · 3 months ago

Customer Service Agent - Card Payment

United States

Full-time

Remote

Entry Level

2+ years exp

Trust Wallet is the leading non-custodial cryptocurrency wallet, trusted by over 200 million people worldwide. They are seeking a proactive and detail-oriented Card Payment Support Specialist to provide dedicated customer service and technical assistance to users of Trust Wallet’s card payment solutions, ensuring high customer satisfaction.

CryptocurrencyEthereumFinancial ServicesFinTech

Responsibilities

Provide timely and effective support to Trust Wallet card users via email, resolving inquiries related to card activation, transactions, payment processing, and security

Communicate clearly to understand user needs and deliver appropriate solutions

Collaborate with internal teams (product, technology, operations) to escalate and resolve complex issues

Educate users on best practices for safe and efficient use of their Trust Wallet app and card

Manage user expectations and maintain clear communication during incident resolution or service interruptions

Document user interactions and feedback to help improve card payment services and support processes

Participate in continuous improvement initiatives and support special projects related to card payment services

Adhere to Quality Assurance standards and comply with team schedules

Display a positive, collaborative attitude within the team and across departments

Assist in projects aimed at achieving team objectives such as implementing ticket deflection strategies, analyzing data/trends to drive defect reduction etc

Qualification

Customer support experienceFintech knowledgePayment processingDigital walletsTechnical communicationMultitaskingEnglish proficiencyInterpersonal skillsOrganizational skillsTime managementAdaptability

Required

2-3 years of experience in frontline customer support, preferably in fintech, payments, or crypto-related services

Strong ability to explain technical information clearly to users with varying technical knowledge

Excellent interpersonal skills with proven success in managing customer relationships and resolving issues

Strong organizational, multitasking, and time management skills

Excellent verbal and written communication skills in English and your native language

Passion for crypto payments and willingness to go above and beyond to deliver outstanding customer experiences

Adaptable and resilient in a fast-changing environment

Ability to work flexible hours, including nights, weekends, and public holidays

Preferred

Experience supporting digital wallets, crypto payment cards, or blockchain payment solutions is a plus

Background in customer service within banking, payment networks, or card networks such as Visa, Mastercard, American Express, and Discover is highly desirable