French‑Speaking Customer Support Specialist – Blockchain & Finance

About the role

We are looking for a French‑speaking Customer Support Specialist to join our fast‑growing neo‑banking app built on blockchain technology. This fully remote position involves handling user inquiries across multiple channels and time zones, helping shape our support processes from the ground up.

Key responsibilities

• Provide high‑quality assistance via tickets, live chat, and email.
• Guide users through KYC verification, onboarding, payments, account issues, and transaction queries.
• Maintain and improve the help‑desk software and knowledge‑base articles in French.
• Identify recurring issues and collaborate with product and engineering teams for root‑cause fixes.
• Work with an AI support bot to enhance automated deflection and response accuracy.
• Ensure smooth shift handovers and cover emergency or critical items as needed.

Required profile

• Professional proficiency in English and French (written and verbal).
• Previous customer support experience in fintech, crypto, payments, or banking.
• Availability for shift work, including evenings or weekends, to cover multiple time zones.
• Strong attention to detail and excellent written communication skills.

Required skills

• Hands‑on experience with help‑desk tools such as Zendesk, Freshdesk, or Intercom.