Customer Success Specialist

About the role

When someone has a question about their money, they want a real answer from a real person, fast. As a Customer Success Specialist you will be that person. You will help customers verify accounts, track transfers, understand staking rewards and stay safe from scams. This is a part-time role of around 25 hours a week, with shifts you plan together with the team.

In your first weeks you will shadow experienced teammates, learn our tools and playbooks and handle your first conversations with a mentor reviewing each reply. After that you will own your own queue and take part in our weekly sessions where we turn common questions into better help articles.

Responsibilities

• Answer customer questions by chat and email with clear, kind and accurate replies.

• Guide new users through verification, funding and their first trade.

• Spot patterns in tickets and share them with product and engineering.

• Write and update help-center articles in plain language.

• Escalate security concerns quickly and follow every step of our playbooks.

Requirements

• Two or more years in customer support, ideally for a fintech or software product.

• Excellent written English; a second European language is a strong plus.

• Patience, empathy and attention to detail with numbers and addresses.

• A reliable internet connection and a quiet place to work.

Nice to have

• Basic knowledge of wallets, blockchains and how transfers are confirmed.

• Experience with a help desk such as Zendesk, Intercom or Front.

• Interest in growing into a team lead or knowledge-base role.

What we offer

You will join a friendly support team that celebrates great answers and shares the hard tickets. Find out more about the people behind Cryptor and how we look after our customers.

• A CRT token grant that vests over four years, on top of your pay.

• A yearly learning budget of $2,000 for courses, books and conferences.

• Health coverage for you and your family, wherever you live.

• Flexible hours, a home-office stipend and one team retreat every year.

Our hiring process takes about three weeks: a short application review, an intro call, a skills chat with the team and an offer. We reply to every applicant, and we are happy to adjust any step if you need accommodations.