Customer Support Executive

Cryptio; Remote; CAD 50,000 - 70,000; Full time

Job summary

A crypto finance company is seeking a Customer Support Executive to provide expert support to clients in guiding them through complex issues. This role involves collaborating with product and engineering teams, developing deep product expertise, and driving improvements in customer operations. Ideal candidates should possess excellent communication skills and a strong understanding of crypto transactions. This position offers remote work flexibility and exposure to diverse clients including DeFi and stablecoin firms.

Benefits

Remote or Hybrid working

25 days paid holiday plus bank holidays

Additional annual leave each year, up to 30 total days

Birthday off

Mental health resources

Fitness and wellness budget

MacBook Pro

$200 home office setup budget

Training and development budget

Qualifications

• Crypto native and able to explain on-chain transactions.
• Comfortable handling complex tickets for extended periods.
• Ability to communicate clearly in remote environments.

Responsibilities

• Provide fast, empathetic customer support using Plain.
• Collaborate with Product and Engineering teams to resolve issues.
• Report bugs and feature requests while advocating for customer needs.
• Own projects to enhance processes and documentation.
• Drive improvements to resolution times and customer confidence.

Skills

Excellent customer communication skills

Ability to walk through an on-chain transaction

Strong problem-solving skills

Ability to thrive in complex situations

Tools

Plain

Incident.io

Linear

Notion

Slack

Job description

About Cryptio

We’re Cryptio. We build infrastructure to bring financial integrity to the crypto economy. Our enterprise-grade back-office and data platform power mission-critical accounting, reporting, and operational workflows for institutions, corporates, and crypto-native organisations.

We’re trusted by leaders like Circle, Societe Generale, Uniswap, Gemini, and the Government of El Salvador. We’ve raised $26m from top investors including Point Nine, 1kx, Tim Draper, and Ledger Cathay.

The role

We’re excited to be expanding our Customer Support Executive (CSE) team and are seeking two passionate individuals to join us! This is an excellent opportunity for crypto-native problem solvers to help some of the world’s largest institutions, stablecoin issuers, and DeFi projects get the most out of Cryptio’s enterprise-grade back-office platform.

What you’ll do

This isn’t just answering tickets. It’s about becoming the go to expert for our customers, guiding them through complex issues, and shaping how we scale Customer Operations.

• Deliver fast, empathetic, effective support via Plain
• Partner with Product, Engineering, and Sales to resolve issues and surface customer insights
• Report bugs, share feature requests, and champion the customer’s voice in product discussions
• Develop deep product expertise and help teammates with best practices and workarounds
• Own projects that improve our processes, documentation, and help center experience
• Drive measurable improvements to time to resolution and customer confidence

Tools

• Plain, Incident.io, Linear, Notion, Slack to name a few!

We’re looking for someone who

• Is crypto native and can walk through an on chain transaction (for example on Etherscan)
• Thrives on complexity over volume and is comfortable owning a tough ticket for days if needed
• Communicates clearly and over communicates in remote settings, with a strong bias to action
• Has excellent customer communication skills and enjoys digging into technical details
• Is coachable, takes ownership, and shows initiative
• Bonus experience with accounting, reconciliation, or finance workflows

Why you’ll love this role

• Work with top stablecoin, DeFi, and banking clients, guiding them through crypto finance.
• Go beyond support by improving processes, tools, and customer experience.
• Collaborate with Product, Sales, and Engineering to shape the roadmap and customer experience.
• Gain exposure to diverse crypto business models, including exchanges, custodians, wallets, foundations, miners, and gaming.
• Experience an intense but supportive ramp-up with mentorship, structured feedback, and a collaborative team.
• Enjoy 100% remote work with occasional travel to our Paris or London hubs.

Interview process

Here’s what to expect as we get to know each other:

• Talent Screen (15-30 min): An introductory video call to discuss your application, clarify the responsibilities of the role, and answer any questions you may have about Cryptio.
• Hiring Manager Interview (30 min): A deeper conversation to explore your experience in crypto and customer support.
• Take-Home Case: Complete an assignment based on a realistic support scenario.
• Case Presentation (60 min): Present your case to the hiring manager and the head of customer support.
• Offer

Perks

• Remote or Hybrid working
• 25 days paid holiday plus bank holidays
• One additional day of annual leave each year, up to 30 total days
• Your birth off
• Mental health resources, wellbeing programs, and professional coaching
• Family-friendly policies
• Fitness and wellness budget
• MacBook Pro
• $200 home office setup budget
• Training and development budget
• We have additional benefits depending on location

If this sounds like you, we would love to hear from you

We move fast and take ownership of outcomes. We learn from failures, celebrate wins, and let humility, curiosity, and a passion for crypto guide how we work. If you value collaboration and want to build with purpose, you’ll feel right at home here.