Crypto Operations & Customer Support Associate

CoinGecko; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

CoinGecko is seeking a Customer Experience & Support specialist to provide accurate, timely support across channels, adhere to SLAs, and collaborate with internal teams to resolve inquiries.

You will help with due diligence of listings, operational workflows, and reporting on KPIs, while staying current on crypto trends and maintaining strong relationships with customers and partners.

Qualifications

• 3+ years of experience in crypto, finance, or customer support.
• Strong operations and process-improvement mindset.
• Knowledge of Bitcoin, Ethereum, DeFi, NFT.
• Experience with CRM and analytics tools (e.g., Zendesk).

Responsibilities

• Provide accurate, timely customer support across channels per SLAs.
• Follow documented SOPs and flag gaps with practical fixes.
• Identify and escalate issues with clear updates.
• Assess listing applications against defined criteria.
• Collaborate with internal teams for smooth handovers.
• Track KPIs and feedback to drive improvements.
• Maintain relationships with customers, partners, and communities.
• Stay updated on crypto and Web3 trends.

Skills

Customer Experience

Operations Skills

Analytical & Data-driven

Independent & Accountable

Problem-solving

People Skills

Self Leadership

Tools

Zendesk

Blockchain Explorers

DEX data aggregators

Job description

CoinGecko is seeking a Customer Experience & Support specialist to provide accurate, timely support across channels, adhere to SLAs, and collaborate with internal teams to resolve inquiries.

You will help with due diligence of listings, operational workflows, and reporting on KPIs, while staying current on crypto trends and maintaining strong relationships with customers and partners.