Customer Experience Specialist

Zero Hash; Flippin (AR, KY); Remote; USD 22,000 - 34,000; Full time

Benefits offered by this job

Equity

Maternity & Paternity leave (after 6 n

WeWork All Access Membership

WFH Yearly Stipend

L&D Yearly Stipend (after 6 months)

Job summary

zerohash is seeking a Customer Experience Specialist to join its CX team. This fully remote role (Philippines-based) supports both B2C and B2B customers with inquiries around KYC, digital asset transactions, and account management. We value empathy, sound judgment, and ownership of issue resolution.

You will work across channels, troubleshoot complex issues, and communicate clearly without templates, ensuring accurate guidance and timely outcomes for every client interaction.

Qualifications

• 2+ years of customer-facing support experience in FinTech, crypto, banking, or payments.
• Exceptional spoken and written English communication skills.
• Ability to troubleshoot complex, financially sensitive transaction issues and read operational logs.

Responsibilities

• Provide Front-line Support: handle high-volume inquiries via email and phone about KYC, transactions and digital asset operations.
• Investigate & Resolve Issues: analyze logs and flows to identify root causes and resolve complex problems.
• Communicate with Clarity: deliver clear, professional, empathetic responses without jargon.
• Own Customer Outcomes: follow up on open items and coordinate escalations for final resolution.
• Improve Team Operations: document context and contribute to runbooks to improve workflows.

Skills

English communication

Customer support

Troubleshooting

End-user empathy

Tools

Zendesk

Intercom

Job description

Location & Work Hours

Fully remote (Philippines-based) | Working U.S. business hours

About the Role

zerohash is looking for a Customer Experience Specialist to join our high-performing CX team. In this role, you will deliver exceptional, human-centered support across B2C and B2B channels, helping customers navigate complex inquiries around KYC, digital asset transactions, and account management.You will act as a trusted front-line communicator, bringing sound judgment, empathy, and technical curiosity to every interaction. Rather than relying on rigid scripts, you will take full ownership of issue resolution, ensuring every client receives accurate, clear, and thoughtful guidance.This is a permanent, full-time, fully remote position for candidates based in the Philippines capable of working U.S. business hours.

Responsibilities

• Provide Front-line Support: Handle high-volume customer inquiries via email and phone, resolving issues related to KYC onboarding, transaction status, and digital asset operations with speed and precision.
• Investigate & Resolve Issues: Analyze production logs, dashboards, and transaction flows to identify root causes and resolve complex, financially sensitive problems.
• Communicate with Clarity: Deliver clear, professional, and empathetic responses without resorting to corporate jargon or generic templates.
• Own Customer Outcomes: Follow up diligently on open items, coordinate across internal teams when escalations are necessary, and see every ticket through to final resolution.
• Improve Team Operations: Document operational context, contribute to team runbooks, and provide constructive feedback to continuously improve workflows.

Requirements

• 2+ years of customer-facing support experience in FinTech, crypto, banking, or payments
• Exceptional spoken and written English communication skills
• Proven ability to troubleshoot complex, financially sensitive transaction issues and read operational logs
• Proficiency with modern support tools (e.g., Zendesk, Intercom, or similar platforms)
• Ability to work full-time U.S. business hours from the Philippines
• Direct exposure to digital assets, blockchain transactions, or KYC/AML onboarding workflows

Benefits

• Chance to earn equity
• Maternity & Paternity leave (after 6 months)
• WeWork All Access Membership
• WFH Yearly Stipend
• L&D Yearly Stipend (after 6 months)

About zerohash

zerohash is the leading crypto and stablecoin infrastructure platform and the operating system for digital money, powering the next generation of financial services. Founded in 2017, zerohash enables banks, brokerages, fintechs, and payment companies to offer crypto trading, stablecoin payments, and tokenized assets without having to build or manage complex blockchain infrastructure on their own.

The zerohash platform supports three core pillars: Trade, Transact, and Tokenize. Through a single integration, customers can launch regulated crypto buy, sell, and custody services; enable 24/7 stablecoin-based funding, payouts, and settlement; and issue and manage tokenized assets with built-in compliance, risk controls, and reporting. By abstracting away technical, regulatory, and operational complexity, zerohash allows partners to treat digital assets as just another financial primitive: fast, programmable, and global.

zerohash is trusted by some of the world’s most recognized financial and consumer brands, including Interactive Brokers, Morgan Stanley, Stripe, Franklin Templeton, BlackRock, DraftKings,