Customer Support for Card Services - Crypto Focus

Responsibilities

• Responding to customer queries in a timely & effective manner via ZenDesk or other customer support tools.
• Educating cardholders on Aven's Bitcoin-backed card features, including LTV (Loan-to-Value) monitoring and collateral management.
• Documenting & logging issues (as well as customer compliments & complaints).
• Working with customers to help them go through our application flow, including the Bitcoin deposit and vaulting process.
• Tracking customer experiences across online & offline channels using logs, dashboards, and CRM systems.
• Communicating critical account updates to users, such as Margin Call alerts or Liquidation warnings, with empathy and technical clarity.

Qualifications

• At least 2 years of experience in a US-based financial services account, specifically handling credit card customer service.
• Minimum of 1 year of professional experience in a cry...