Customer Service Specialist

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: TYPE OF WORK

Full Time

: SALARY

$600

: HOURS PER WEEK

40

: DATE UPDATED

Aug 27, 2026

JOB OVERVIEW

Job Type: Full-Time / Must be able to work exclusively for the company

Role Summary

The Customer Service Specialist is the main point of contact for potential and existing investors, supporting them throughout their investment journey.

You will answer inquiries, guide investors through onboarding and KYC requirements, assist with payments and documentation, provide status updates, and coordinate with internal teams when further review or approval is needed.

This role is ideal for someone who provides excellent customer service while maintaining a high level of accuracy, professionalism, follow-through, and discretion.

Key Responsibilities

- Respond to investor inquiries through Help Scout and other approved communication channels.
- Guide potential investors through the investment process, from initial inquiry through onboarding and completion.
- Assist investors with KYC requirements and coordinate with the KYC/AML team for verification, additional requirements, or compliance-related questions.
- Respond to questions about the investment process, application status, documentation, payments, and platform features using approved information.
- Assist with the preparation and delivery of approved investor documents, such as Term Sheets and Share Certificates, following established templates and processes.
- Check payment and transaction details using available tools, including blockchain explorers when applicable, and escalate discrepancies when needed.
- Keep investor information, payment status, documentation, and other records accurate and up to date across internal systems.
- Assist with basic platform, document, payment, and wallet-related questions and escalate technical or complex cases to the appropriate team.
- Proactively follow up with investors regarding pending requirements, payments, documents, or next steps.
- Handle sensitive requests and concerns professionally and according to established SOPs.
- Coordinate with KYC/AML, Management, Support, and other internal teams to resolve inquiries requiring additional review.
- Maintain clear internal notes and follow established SOPs to ensure consistent and accurate support.

Qualifications

- Previous experience in Customer Support, Customer Service, or a similar client-facing role.
- Excellent written English and professional communication skills.
- Strong attention to detail and ability to work accurately with customer information, payments, and documents.
- Organized and able to manage multiple inquiries and follow-ups without losing track of details.
- Comfortable learning and using CRM, ticketing, knowledge-base, and other online tools.
- Able to explain processes clearly and patiently to customers.
- Good judgment and ability to recognize when an inquiry should be escalated.
- Reliable, proactive, and able to work independently in a remote environment.
- Comfortable handling confidential customer and financial information.

Nice to Have

- Experience in FinTech, financial services, Web3, blockchain, or investment-related customer support.
- Familiarity with tools such as Help Scout, Airtable, Notion, or similar platforms.
- Basic familiarity with cryptocurrency wallets, blockchain transactions, or blockchain explorers such as Etherscan.

Ideal Candidate

You are customer-focused, patient, organized, and highly attentive to detail. You communicate clearly, follow through on open inquiries, and make sure customers understand what they need to do next.

You do not need to be an investment, compliance, or blockchain expert when you start. What matters most is strong customer service, willingness to learn, accuracy, good judgment, and the ability to follow established processes consistently.

**PLEASE DO NOT APPLY IF YOU ARE NOT WILLING TO COMPLETE AN ACCURACY & ATTENTION TO DETAIL ASSESSMENT**

SKILL REQUIREMENT

Customer Support Blockchain Cryptocurrency

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Customer Service Specialist

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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