About the Client
We're helping a company in the fintech and digital assets industry find an experienced Customer Support Specialist to support users of its digital assets platform and associated crypto payment card.
The company operates within the evolving financial technology space, providing digital financial solutions that connect traditional payment services with cryptocurrency and digital assets.
As the business continues to grow, they're looking for their first dedicated Customer Support Specialist to take ownership of incoming customer inquiries, resolve issues, and help establish a reliable, high-quality customer support function.
The Role
We're looking for a Customer Support Specialist – Fintech & Crypto Payments who combines excellent customer service skills with a strong understanding of financial products, digital platforms, payment transactions, and ideally cryptocurrency.
You'll be the first point of contact for customers using the platform and its associated crypto card, helping them navigate account setup, verification, platform functionality, card usage, payments, deposits, withdrawals, and other transaction-related concerns.
The majority of support will be handled through live chat and written communication , with occasional phone or video calls when customers require more hands-on assistance.
As the first person joining this function, you'll be expected to take ownership of incoming cases and resolve issues independently wherever possible, following established SOPs and escalation procedures.
This is not a generic customer service role. We're looking for someone who can understand the product, investigate problems, identify solutions, and confidently guide customers through financial and technical issues.
Role Details
Commitment: Full-Time (40 hours/week)
Working Hours: Fixed Bahamas business hours (Eastern Time)
Location: Fully Remote
Engagement: Independent Contractor
Start Date: ASAP
Monthly Rate: US$1,200 - $1,600 (Depending on level of experience)
What You'll Do
Customer Support & Platform Assistance
Serve as the primary point of contact for incoming customer inquiries through live chat, email, and other written channels.
Handle phone or video calls when issues require more detailed or personalized assistance.
Guide customers through account creation, onboarding, verification, and general platform navigation.
Help customers understand and use the platform's features and services effectively.
Investigate customer concerns, identify underlying issues, and provide accurate, timely resolutions.
Take ownership of cases from initial contact through resolution, escalating only when necessary and in line with established SOPs.
Maintain professional, clear, and reassuring communication throughout the customer journey.
Crypto Card & Payment Support
Assist customers with crypto card issuance, activation, linking, and usage.
Troubleshoot Visa card-related issues, including declined or failed transactions, card connections, and payment concerns.
Help customers understand transaction statuses, payment processes, and common reasons for unsuccessful transactions.
Support customers with deposits, withdrawals, transfers, balances, and account-related transactions.
Investigate transaction discrepancies and coordinate with internal teams where additional support is required.
Provide clear guidance while maintaining accuracy when handling financial and transactional information.
Account Verification & Issue Resolution
Guide customers through relevant KYC, identity verification, and account-related procedures.
Troubleshoot common account access, verification, and platform issues.
Independently investigate and resolve incoming cases using available tools, resources, and established procedures.
Recognize when issues require escalation to operations, compliance, payments, or technical teams.
Maintain ownership of the customer experience even when other teams are involved in resolving a case.
Handle sensitive customer…