About the Job:
As the Customer Service Representative at Independent Reserve, you will be the first point of contact for our customers, helping them navigate the platform, troubleshoot issues, and ensuring a seamless trading experience. You will work closely with internal teams to escalate complex issues and contribute to the overall efficiency and satisfaction of our users.
Your responsibilities include:
- Provide prompt, professional support to customers via email and support chat regarding account access, deposits, withdrawals, and trading activity
- Assist users with KYC/AML verification processes
- Troubleshoot common platform issues, including login problems, transaction delays, and wallet errors
- Identify, investigate, and escalate complex issues or potential security incidents to the appropriate internal teams (e.g., Operations, Compliance, or Technical Support)
- Educate customers on platform features, transaction processes, and cryptocurrency basics
- Monitor and report emerging customer issues or trends to management for proactive resolution
- Contribute to documentation and knowledge base updates to enhance customer self-service option
Experience and Skills we are looking for:
- 1–2 years of customer support experience, ideally in fintech or online platforms (fresh grads welcome)
- Strong written and verbal communication skills
- Detail-oriented, patient, and able to handle issues professionally under pressure
- Quick learner comfortable with multiple systems and tools
- Interest in fintech and cryptocurrencies a plus
What we offer:
- A competitive salary
- A challenging and rewarding role in the dynamic crypto industry
- A winning, fun, hard-working team
- Ongoing learning and support
- Great career development opportunities in a growing company.
This is an in-office role, so please do not apply if you are looking for a hybrid or remote opportunity.