Trust Wallet is the world’s most inclusive, chain-agnostic, self-custody wallet, serving over 100 million users globally. It offers a secure, seamless, and intuitive gateway to Web3, enabling users to send, receive, stake, swap, and store over 10 million cryptocurrencies across 100+ blockchains, including Bitcoin, Ethereum, Solana, BNB Smart Chain, and man...
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We are looking for a proactive and detail-oriented Customer Support Representative to manage inbound inquiries and maintain high-quality support through chat, email, and phone. You’ll independently resolve issues, escalate complex cases when needed, and stay updated with product and process knowledge. The role also involves adhering to quality and scheduling standards, collaborating with team members, and supporting improvement initiatives such as ticket deflection and data analysis.
Responsibilities
You will handle all inbound inquiries received, and outbound communication is established in the form of chats, emails, and calls
Independently provide accurate information to resolve problems/issues that arise
Continuously educate one’s self with up-to-date and relevant information to support the customer service operations
You will escalate issues to your team leader, managers, and other departments as required
Adhere to the Quality Assurance standards set
Adhere to and comply with the schedule set by the Team Leader
Assist in the preparation of other processes as and when assigned/required by the Team Leader
Display good team working attitude and behavior within the team and other departments in the company
Assist in projects aimed at achieving team objectives such as implementing ticket deflection strategies, analyzing data/trends to drive defect reduction etc.
Qualifications
2-3 years experience in frontline customer support, preferably in the financial or service industry
Have the passion and willingness to go above and beyond to solve complex problems while delivering an outstanding customer experience
Both adaptable and resilient, able to operate in a quickly changing environment
Excellent verbal and written professional English and your respective native language skills
Great at multitasking, prioritizing, and managing time effectively.
Knowledge or interest in blockchain/digital assets/fin-tech industry
Ability to work on flexible working hours and shifts (including night shifts, weekends, and Public Holidays)
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