Customer support agent

As a Customer support agent, you will be the frontline voice of COCA, ensuring our users have a smooth and delightful experience. You will resolve inquiries across chat, email, and our community forum, educate users on product functionality, and contribute to a growing knowledge base that empowers our customers to self‑serve.

Key responsibilities

• Multichannel support: respond promptly and professionally to user inquiries via live chat, email, and community channels, maintaining a CSAT of 90% +.
• Complex issue resolution: diagnose and resolve a wide range of issues related to feature usage, account management, transfers, debit cards, cryptocurrency transactions, and wallet operations.
• User education: provide clear, step‑by‑step guidance, empowering customers to navigate the platform and leverage advanced features.
• Knowledge base ownership: draft and maintain self‑help articles, macros, and internal runbooks to boost first‑contact resolution and reduce ticket volume.
• Cross‑team collaboration: escalate bugs and systemic issues to Product & Engineering via Jira, and relay customer insights that shape our roadmap.
• Process improvement: identify recurring pain points, propose workflow automations, and champion best practices that raise support efficiency

Qualifications 

• 3 + years in a customer or technical support role within technology, neobanking, or financial services.
• Hands‑on experience with Freshdesk, Zendesk, or similar incident‑tracking tools, plus strong workflow knowledge of Atlassian Jira/Confluence.
• Solid understanding of cryptocurrency fundamentals (e.g., on‑chain transactions, gas fees, wallet security).
• Exceptional written and verbal English; able to translate technical jargon into plain‑language solutions.
• Proven customer‑centric mindset: empathy, patience, and a genuine desire to help.
• Experience supporting debit‑card products or KYC/AML processes — will be plus

Why COCA?

1. Enhanced annual leave + Bank holiday
2. 1 paid day off to celebrate your Birthday each year
3. Annual training allowance
4. Annual performance bonus pay
5. Extensive opportunity to grow your career at an innovative FinTech
6. Be at the forefront of crypto adoption in a high-growth, mission-driven company.
7. Fully remote with flexible hours and bonus opportunities.
8. Help shape the marketing tech stack and user engagement strategy from the ground up.

About COCA Wallet

COCA is at the forefront of the financial revolution, seamlessly integrating blockchain technology with everyday financial transactions through its innovative non-custodial wallet and debit card solutions. With a clear vision to make cryptocurrency as straightforward and widely accepted as traditional fiat currency, COCA is paving the way for a new era in the financial industry.

Key Value Propositions:

1. Non-custodial security: COCA employs MPC technology to eliminate the traditional vulnerabilities associated with private keys, enhancing user control and security.
2. Global — accessibility: COCA’s debit cards are accepted by over 40 million merchants worldwide, making it easy for users to spend their crypto just like fiat money.
3. Seamless integration: the COCA wallet integrates with major mobile payment systems like Apple Pay and Google Pay, providing a frictionless transaction experience.
4. Comprehensive financial tools: from real-time crypto-fiat exchanges to offering rewards, COCA offers a range of services that cater to all user needs in one platform.