Senior Associate / Associate, Customer Support

As a Senior Associate or Associate in Customer Support at Transak, you are the voice of our brand, helping users navigate the bridge between traditional finance and the decentralized web. You solve complex payment failures, explain blockchain confirmations to beginners, and ensure that every user's journey into crypto is smooth and secure.

What you'll do

• Manage high-volume inbound inquiries via live chat, email, and social channels, maintaining a high Customer Satisfaction Score
• Identify and resolve issues related to payment gateways (Credit Cards, SEPA, UPI), KYC bottlenecks, and wallet integrations
• Educate users on blockchain basics such as gas fees, network selection (ERC-20 vs. BEP-20), and transaction statuses
• Act as a bridge between users and the Product/Engineering teams to report bugs or service outages
• Identify potential social engineering or phishing attempts during user interactions and escalate to the Risk/AML team

What you bring

• A Bachelor's degree in any field (Commerce or Tech preferred)
• Exceptional written and verbal English skills with the ability to simplify complex technical jargon
• A user-first mindset with patience to handle high-pressure situations
• Comfort working in rotational shifts within a 24/7 environment to support our global user base
• Strong logical reasoning to diagnose why a transaction might be stuck

Nice to have

• Personal experience using crypto wallets such as MetaMask and Trust Wallet, and dApps
• Prior experience in a payment processor, neobank, or exchange
• Familiarity with Zendesk, Intercom, Linear, and Notion

About Transak

Transak provides onboarding infrastructure for financial applications through authentication, KYC, risk checks, and fiat on/off ramps. Our API and widget-based solutions are used by top partners like MetaMask, Coinbase, Ledger, and Trust Wallet, enabling seamless onboarding of over 10 million users across over 450 active applications. We have raised over $37M from top-tier investors including Consensys, Tether, and Animoca Brands.