Summary

Join our Bitcoin Customer Support team and be at the forefront of the Bitcoin experience at Cash App! We deliver stellar support for Bitcoin transactions across both on-chain and Lightning, empowering customers to move confidently in the world of crypto. Our mission? To become the go-to support destination for Bitcoin users everywhere.

We’re looking for a Bitcoin enthusiast who knows their way around blockchain technology, communicates with clarity and confidence, and genuinely loves helping people. In this role, you’ll tackle customer questions, solve real-world challenges, and guide users through our products and services—making even complex concepts feel approachable.

You’ll connect with customers through voice, messaging, and email, diving into tools like blockchain.com and mempool.space to investigate transactions and deliver fast, thoughtful solutions. If you’re excited about Bitcoin and thrive on helping others, this is your chance to make an impact in a space that’s shaping the future of money.

You Will

1. Offer excellent customer service through voice, messaging, and email.
2. Help customers with Bitcoin transactions, wallet management, and account security.
3. Solve customer issues related to our platform and services.
4. Work with other departments to fix complex problems and enhance the customer experience.
5. Identify urgent issues and escalate them as needed.
6. Stay informed about the latest in Bitcoin and the cryptocurrency market.

You Have

1. Minimum 2-3 years of customer service, preferably in a fintech industry.
2. Consistently hit KPI targets. Examples include: Average Handle Time (AHT), Adherence, Quality Assurance, Customer Satisfaction (CSAT), and Resolution Rate.
3. Excellent written and verbal communication skills in English.
4. Foundational understanding of:
5. Bitcoin transactions and blockchain technology
6. Cryptocurrency security principles
7. Blockchain explorers and transaction tracking
8. Passion for delivering exceptional customer experiences
9. Strong active listening skills to understand customer needs and concerns
10. Ability type over 50 words per minute and multitask efficiently to manage multiple interactions
11. Familiar with CRM systems, such as: Telephony, Ticketing Systems, and Chatbots
12. Ability to explain complex ideas in a clear and simple manner
13. Strong interpersonal skills
14. Problem solver with a keen attention to detail
15. Ability to work independently and as part of a team in a fast-paced environment

Even Better

1. Previous Crypto/Bitcoin support experience
2. Multiple language proficiency
3. Experience with:
4. Blockchain explorers (mempool.space, blockchain.com)
5. Crypto Wallets and Custody
6. Lightning Network tools
7. Crypto compliance/KYC
8. Relevant certifications (cryptocurrency/blockchain)
9. Active participation in Bitcoin/crypto communities

Standardized Hourly Rate:

1. Zone A: $29.62
2. Zone B: $27.50
3. Zone C: $23.94 
4. Zone D: $22.16

Skills

• Attention to Detail
• Communications Skills
• Team Collaboration