Blockchain Client Support Manager

We're looking for an experienced Blockchain Client Support Manager to join our team and help businesses seamlessly integrate and operate within the crypto payments ecosystem. 

If you thrive in fast-paced environments, enjoy solving complex problems, and want to be part of an innovative fintech product — we’d love to hear from you!

About the ProjectOur platform is a secure, scalable cryptocurrency payment gateway designed to facilitate seamless crypto deposits, conversions, and fiat withdrawals. It offers a user-friendly and efficient experience for both individuals and businesses, ensuring smooth and transparent transactions.

Responsibilities

• Provide technical and operational support to businesses integrating our blockchain payment gateway.
• Troubleshoot transaction errors and wallet connectivity issues.
• Collaborate with developers, compliance teams, and product managers to enhance the overall support experience.
• Educate clients on blockchain payment processes, security best practices, and regulatory considerations.
• Analyze customer feedback and support tickets to improve product usability and client satisfaction.
• Develop and maintain support processes and knowledge bases for internal teams and external clients.

Professional Requirements

1. Experience & Industry Knowledge

• 3–5+ years of experience in customer support, client success, or account management within blockchain, fintech, or payment processing industries.
• Strong understanding of blockchain technology, cryptocurrency transactions, and payment gateways.
• Familiarity with AML/KYC compliance, fraud prevention, and risk management in blockchain payments.

2. Technical Skills

• Ability to troubleshoot blockchain payment issues, transaction failures, and gas fee-related problems.
• Experience with blockchain explorers (e.g., Etherscan, BscScan) and API integrations.
• Knowledge of crypto security best practices, including private key management and multi-signature wallets.
• Proficiency with CRM systems, ticketing platforms, and live chat tools for client support.

3. Communication & Customer Engagement

• Excellent verbal and written communication skills for both technical and non-technical audiences.
• Experience creating help documentation, FAQs, and training materials for customer self-service.
• Proven track record of managing B2B relationships with merchants, exchanges, and blockchain startups.

4. Leadership & Process Improvement

• Ability to analyze support data, identify trends, and optimize workflows for efficiency.
• Experience in establishing and improving SLAs (Service Level Agreements) and tracking KPIs (Key Performance Indicators).

Additional Desirable Qualifications

• Bachelor’s degree in Business, IT, Finance, or a related field.
• Certifications in blockchain technology, fintech, or customer service (e.g., ITIL).
• Participation in blockchain forums, conferences, or DeFi projects is a plus.

Soft Skills Requirements

1. Customer-Centric Mindset

• Strong commitment to delivering exceptional customer service.
• Ability to empathize with clients, understand their challenges, and offer tailored solutions.
• Proactive in anticipating customer needs and exceeding expectations.

2. Communication & Interpersonal Skills

• Clear, professional, and concise verbal and written communication.
• Ability to explain technical blockchain concepts in a simple and accessible manner.
• Strong active listening skills to fully grasp customer concerns.

3. Problem-Solving & Critical Thinking

• Capable of quickly analyzing issues, identifying root causes, and proposing effective solutions.
• Creative approach to solving complex challenges in blockchain transactions.
• Confident in making data-driven decisions to improve support operations.

4. Adaptability & Resilience

• Ability to remain calm under pressure and manage high-priority issues effectively.
• Comfortable working in a dynamic, fast-paced blockchain environment.
• Willingness to learn and adapt quickly to new technologies and regulatory changes.

5. Attention to Detail & Organizational Skills

• Excellent time management and prioritization to efficiently handle multiple client requests.
• Detail-oriented in documenting interactions, resolutions, and internal processes.
• Structured approach to managing escalations and complex problem-solving.

6. Negotiation & Conflict Resolution

• Skilled at de-escalating challenging situations and finding mutually beneficial outcomes.
• Professional and diplomatic in handling difficult conversations.
• Focused on customer satisfaction while upholding company policies and security protocols.

We offer:

• Competitive compensation.
• Social package (24 working days of annual leave, 5 paid sick days).
• Flexible working hours.
• Challenging projects in diverse business domains and a variety of tech stacks.
• Personal development and professional growth opportunities.
• Work with talented, ambitious and family-feel teams.
• Educational possibilities: corporate courses, knowledge hubs, and in-house English classes.
• Compensation for your professional certification & support for your learning activities.
• Opportunity to choose IT equipment you like.
• Corporate social responsibility.