Squads is hiring a

Web3 Customer Support Specialist

About Squads:

Since 2021, we’ve built products and APIs that unlock the benefits of modern money.

We began with Squads Protocol, the autonomous finance layer built on Solana. Secured by Solana’s permissionless ledger, Squads Protocol enables programmable payments, 24/7 USD liquidity, competitive yields and security enforced by deterministic code, not corporate promises. The new financial stack is being built on blockchains, powered by tokenized assets, and designed for a world where value moves as freely as information. We build on Squads Protocol to bring this stack to every developer, business, and individual.

Stablecoins were once a niche experiment. Today, they’re one of the fastest-growing technologies in history. The question isn’t if stablecoins consume every aspect of finance, but when. We’re here to compress that timeline. Join us.

About the Role

We are seeking a responsible, detail-oriented Customer Support specialist with excellent communication skills and experience in the fintech world. In this role, you will demonstrate initiative, teamwork, and a strong commitment to customer satisfaction. You will assist customers with account inquiries, card inquiries and other client requests and collaborate with the team to provide efficient solutions. The ideal candidate is proactive, organized, and dedicated to delivering exceptional support in a fast-paced environment.

What you will be doing

• Assist customers with support requests such as inquiries about their debit cards, app functionality and KYC/KYB status
• Explain to customers the regulatory requirements if necessary
• Collaborate with the team as well as our vendors to solve them in a timely manner
• Provide timely responses
• Set up the workflow between support tools: utilize Intercom, our internal Slack messaging system, as well as set up task in Linear for our engineering team
• Utilize Intercom to manage all customer interactions and inquiries, and document interactions meticulously
• Provide valuable feedback to the Product team based on client interactions
• Ensure that all compliance processes are being followed and support the team in potential compliance reviews.
• Drive success by utilizing excellent judgment and decision-making ability, complex problem-solving, and excellent communication/writing skills

Qualifications

• Bachelor’s Degree or relevant work experience.
• 4+ years of remote/hybrid work experience.
• Long-term experience in a customer-facing role within Compliance, Payments, Risk, Fraud, or Fintech providing direct customer service and demonstrating growth through consistent top performance.
• Hands-on experience with Intercom, including end-to-end setup and the development of customized support and communication processes
• Ability to effectively manage multiple tasks with response time expectations in mind.
• Organized and effective in task and queue management.
• Able to communicate clearly and concisely with team, manager, and customers
• Embody an incredibly positive outlook with a desire to grow, take on more responsibilities, and drive initiatives.
• Ability to advise critically and confidently; strives to understand nuances of customer needs and exhausts available resources in an effort to provide the most comprehensive resolution possible.
• Technical Customer Support experience in a queue-based environment.
• Crypto and Solana knowledge is a plus.
• Based in the US

What you need to be successful

• Creative problem solving - able to use creativity and curiosity as tools to pick apart any problem, producing a solution which is relevant and realistic. Strong analytical capabilities for advanced problem-solving.
• Customer focus – understand needs of our customers as well as cross-departmental associates and strive to delight at each touchpoint and level of interaction. Exceptional customer relationship-building skills.
• Attention to detail – appropriately checks all work for errors and does not let important details slip. Highly organized and strong ability to multitask. Ability to handle sensitive information.
• Proactivity – takes action without being told what to do at each step; generates novel ideas and processes to drive the business and team forward.
• Growth-minded – has a desire to learn and improve in all areas related to work, but also has a strong desire to branch out and learn new skills that may apply to current or future tasks.
• Resourceful – able to find tools and resources to get the job done with minimal guidance.
• Collaboration - build rapport and collaborate with peers and key stakeholders as appropriate. Ability to work cross-functionally in a fast-paced environment.

Apply Now: