Spanish speaking Customer Support Agent

About the role

The Customer Support Agent is the frontline representative responsible for delivering exceptional service to online users. You will handle crypto and fiat transactions, support retention initiatives, and maintain trust across diverse markets while providing bilingual support in English and Spanish.

Key responsibilities

• Respond to customer inquiries via live chat, email, WhatsApp, Telegram, or in‑app messaging, providing fast and accurate information about products, promotions, deposits, withdrawals, and account status.
• Guide customers through crypto deposits and withdrawals, including wallet transfers, transaction confirmations, and gas‑fee issues, as well as assist with e‑wallet and local payment options.
• Monitor and report any failed or delayed transactions, and flag suspicious activity for fraud detection and KYC verification.
• Explain promotion terms and VIP rewards, identify at‑risk users and escalate to the retention team, and follow scripts and SOPs while maintaining a warm tone.
• Log, categorize, and resolve tickets efficiently, and provide feedback on recurring issues to improve the platform.

Required profile

• Fluent spoken and written English and Spanish.
• Basic understanding of crypto wallets, exchanges, and blockchain transactions.
• Empathy, patience, fast typing, and clear communication.
• Ability to guide users step‑by‑step through technical issues.

Required skills

• Telegram
• Email
• Blockchain transactions
• Live Chat
• Exchanges
• WhatsApp
• In‑app messaging
• Crypto wallets

What we offer

• Base salary of $20,000 USD per year.
• Full‑time remote position.