Customer Support Executive

Next Matter; City Of London; Remote; GBP 60,000 - 80,000; Full time

Job summary

A leading crypto infrastructure provider is seeking Customer Support Executives to assist major institutions in navigating crypto finance. The role requires excellent customer communication skills, a deep understanding of crypto transactions, and the ability to handle complex issues. Candidates should thrive in remote settings, showing initiative and resilience. Join a dynamic team that collaborates with Product, Sales, and Engineering to enhance the customer experience.

Qualifications

• Is crypto native and can walk through an on chain transaction.
• Comfortable owning a tough ticket for days if needed.
• Communicates clearly and enjoys digging into technical details.
• Has bonus experience with accounting or finance workflows.

Responsibilities

• Deliver fast, empathetic, effective support via Plain.
• Partner with teams to resolve issues and provide insights.
• Report bugs and champion the customer's voice in product discussions.
• Own projects that improve processes and the help center experience.
• Drive improvements to time to resolution and customer confidence.

Skills

Excellent customer communication skills

Crypto native knowledge

Ability to handle complex issues

Initiative and ownership

Tools

Plain

Linear

Excel

Notion

Slack

Job description

Location

London, United Kingdom

Employment Type

Full time

Location Type

Remote

Department

Customer Operations

Overview

We’re Cryptio. We build infrastructure to bring financial integrity to the crypto economy. We’ve raised $26m from tier-1 investors (Point Nine, 1kx, Tim Draper, Alven, Ledger Cathay) and partner with clients like Circle, Uniswap, and the Government of El Salvador.

Overview (role)

We’re hiring Customer Support Executives (UK), crypto native problem solvers who will 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.

Responsibilities

• 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

Qualifications

• 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

• You will work with leading names in stablecoins, DeFi, and banking, helping them navigate crypto finance with confidence
• You will be more than support and act as a builder who improves our processes, tools, and customer experience
• You will collaborate with Product, Sales, and Engineering to influence roadmap and CX
• You will see a wide range of business models across the crypto economy including exchanges, custodians, wallets, foundations, miners, and gaming
• Ramp up is intense in a good way with mentorship, structured feedback, and a team that has your back

Interview process

• Talent Screen (30 min)
• Hiring Manager Interview (30 min) focused on problem solving, crypto literacy, and remote communication
• Take home case based on a realistic support scenario
• Case walkthrough (60 min) where you present your approach and thought process
• Offer

Tools

• Plain
• Linear
• Excel
• Notion
• Slack

Interested in helping institutions adopt crypto with confidence?

We’d love to hear from you.

– Cryptio