Premium Crypto Support Specialist II

United States Digital Space LLC; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

the company is seeking a Customer Support Specialist II for its Premium Support team. You will serve as a subject matter expert, delivering world-class service to high-value customers and guiding them to unlock products and features.

You will own complex issues end-to-end across phone, messaging, and email, build product expertise in blockchain and crypto markets, and collaborate with cross-functional teams to resolve cases with urgency.

Qualifications

• 3+ years of experience in customer support or success in financial services, crypto, or technology.
• Basic working knowledge of blockchain, web3, staking, and crypto markets.
• Ability to investigate root causes and resolve complex issues independently.
• Full-time in-office presence five days a week with willingness to work nights and weekends to support 24/7 crypto markets.
• Proficiency in English with clear communication across channels.

Responsibilities

• Own investigation, troubleshooting, and resolution of complex customer issues across phone, messaging, and email, driving first-contact resolution and logging defects when escalation is required.
• Build deep expertise in the company products and the evolving crypto landscape, including blockchain, web3, staking, and derivatives, to advise customers and match solutions to their unique profiles.
• Identify customer needs proactively before they become issues, reducing friction and strengthening trust in the company's platform.
• Partner with cross-functional subject matter specialists to elevate and resolve critical cases with urgency, ensuring accurate issue tracking and upstream solutions.
• Champion clear communication with internal and external stakeholders to align on resolutions, set expectations, and drive measurable improvements in the customer experience.

Skills

Customer support

Crypto knowledge

Problem solving

Cross-functional collaboration

Job description

the company is seeking a Customer Support Specialist II for its Premium Support team. You will serve as a subject matter expert, delivering world-class service to high-value customers and guiding them to unlock products and features.

You will own complex issues end-to-end across phone, messaging, and email, build product expertise in blockchain and crypto markets, and collaborate with cross-functional teams to resolve cases with urgency.