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 services or loan processing.
• Minimum of 1 year of professional experience in a cryptocurrency-related role (Support, Operations, or Compliance) is required.
• Strong fundamental understanding of Bitcoin, digital asset custody (e.g., BitGo), and the mechanics of asset-backed lending.
• Ability to explain complex concepts such as "Superposition," "Margin Calls," and "LTV Ratios" to a non-technical audience.
• Superb communication, collaboration, and problem-solving skills.
• Proficiency, speed, and accuracy in written communication.
• Fluency, clarity, and good diction in English.
• Great organizational skills & time management abilities.
• Experience using customer communication tools (ZenDesk), Google Drive, and internal CRM systems.
• Detail-Oriented - accuracy is critical when dealing with volatile digital assets and financial transactions.
• Bachelor's Degree or comparable work experience in financial services.
• Flexibility to work US Pacific time (10 AM to 7 PM).