Senior Associate / Associate, Customer Support

About the company

Our mission is that “Any financial application can onboard any user, anywhere in the world, in 1 click.”

Transak provides onboarding to financial applications through authentication, KYC, risk checks, and fiat on/off ramps. This is a next generation of infrastructure for the next generation of financial applications that are built on blockchain and stablecoin rails. Our API and widget-based solutions are used by top partners like MetaMask, Coinbase, Ledger, and Trust Wallet to enable seamless onboarding of over 10 million users across over 450 active applications.

We have raised over $37M from top-tier investors including Consensys, Tether, and Animoca Brands.

Role Description:

This is a full-time role of a customer support associate/Sr. associate. The role is the voice of our brand. The role will be helping users navigate the bridge between traditional finance and the decentralized web. This role is not just about answering tickets; in this role, the associate will solve complex payment failures, explain blockchain confirmations to beginners, and ensure that every user's journey into crypto is smooth and secure.

Key Responsibilities

• Inbound Support: Manage high-volume inquiries via live chat, email, and social channels, maintaining a high CSAT (Customer Satisfaction Score).
• Technical Troubleshooting: Identify and resolve issues related to payment gateways (Credit Cards, SEPA, UPI), KYC bottlenecks, and wallet integrations.
• Crypto Advocacy: Educate users on blockchain basics, such as gas fees, network selection (e.g., ERC-20 vs. BEP-20), and transaction statuses.
• Incident Escalation: Act as a bridge between the user and the Product/Engineering teams to report bugs or service outages.
• Fraud Detection: Identify potential social engineering or phishing attempts during user interactions and escalate to the Risk/AML team.

Qualifications

• Education: Bachelor’s degree in any field (Commerce/Tech preferred).
• Communication: Exceptional written and verbal English skills; ability to simplify complex technical jargon.
• Empathy: A "user-first" mindset with the patience to handle high-pressure situations.
• Adaptability: Comfort working in rotational shifts (24/7 environment) to support our global user base.
• Problem-Solving: Strong logical reasoning to diagnose why a transaction might be "stuck."

Nice-to-Haves:

• Web3 Native: Personal experience using crypto wallets (Metamask, Trust Wallet) and dApps.
• Fintech Background: Prior experience in a payment processor, neobank, or exchange.
• Technical Literacy: Familiarity with Zendesk & Intercom. Linear & Notion.