Senior Associate – Customer Support (Web3 & FinTech)

About the role

Transak is looking for a Senior Associate / Associate to join its Customer Support team. You will be the voice of the brand, helping users bridge traditional finance and the decentralized web.

Key responsibilities

• Handle high‑volume inbound inquiries via live chat, email and social channels while maintaining strong CSAT scores.
• Troubleshoot technical issues related to payment gateways (Credit Cards, SEPA, UPI), KYC bottlenecks and wallet integrations.
• Educate users on blockchain fundamentals such as gas fees, network selection and transaction statuses.
• Escalate incidents to Product and Engineering teams, reporting bugs or service outages.
• Detect and flag potential fraud, social engineering or phishing attempts and coordinate with the Risk/AML team.

Required profile

• Bachelor’s degree in any field (Commerce or Tech preferred).
• Excellent written and verbal English with the ability to simplify complex technical concepts.
• User‑first mindset and patience to manage high‑pressure situations.
• Willingness to work rotational shifts in a 24/7 environment.
• Strong logical reasoning to diagnose and resolve “stuck” transactions.

Required skills

• Experience with payment gateway systems (Credit Card processing, SEPA, UPI).
• Knowledge of KYC processes and wallet integrations (MetaMask, Trust Wallet).
• Familiarity with support platforms such as Zendesk and Intercom.
• Use of project tools like Linear and Notion.