Customer Support Representative

In order to port over the next billion people into a secure and open financial system, you’re going to need a network of applications that connect to the fiat world… Wyre’s APIs make that happen.

Our mission is to empower fintech projects to execute on their vision by offering them secure access to the largest financial network in the world (the Wyre Network).

To accomplish this mission, we’ve built a simple set of tools that allows fintech projects to materialize their visions. (1) Our instant Fiat-to-Crypto Checkout gateway is now being used by hundreds of applications (ie. MetaMask, Opera, BRD) to offer the best way to convert card payments into crypto, and (2) our flexible APIs (Transfers API, Custody API, Users API), allow project to build e-wallets, merchant processing services, and money transfer platforms from the ground up.

We focus on compliance, licensing, regulatory, liquidity and payment processing aspects so our partners can do what they do best, creating amazing tools on the blockchain.

Wyre is looking for a highly motivated, versatile, and experienced Customer Support Representative. You’ll join our team of industry veterans as you support our growing client base. In this role, you are on the front lines helping document and resolve customer issues. You love problem solving and genuinely care about customer needs. Your core mission is to be the customer advocate, working directly with partners and users to develop relationships, collect feedback, and ensure everything is always running smoothly for them. As the liaison between our customers and product, you will be working closely with engineering, sales, compliance, and payment operations to upkeep our excellent customer experience.

This position reports up to the Director of Customer Experience.

Responsibilities

• Deliver outstanding support through live chat and email correspondence. No phone support!
• Collaborate cross-functionally with Operations and Product to provide accurate answers for our customers
• Serve as an escalation point for high priority requests or complex investigations
• Help with customer on-boarding, working closely with Operations and Compliance to collect required documentation and resolve issues
• Be the customer advocate and report bugs, incidents and product feedback
• Write documentation, tutorials and guides for our users and build onto our Help Center

Requirements

• Strong interest in CeFi/DeFi/Crypto <3
• 1-2 years of customer support experience
• A desire to be a part of a team that doesn’t settle for second rate service. We’ve set out to be the industry leaders in Customer Support, not just provide the basics
• Deep sense of empathy for the people you interact with. We genuinely care about each other as a team, as well as the customers we help
• Excellent verbal and writing skills
• Strong attention to detail, with the ability to think critically about problems
• Ability to work quickly, and multi-task using multiple applications successively (Slack, Zendesk, Google Calendar etc)
• Tech savvy, comfortable learning new tools and platforms
• Experience in startup environment is a plus
• Typing speed of at least 40 WPM

Benefits

• Enjoy a highly fulfilling, mission-driven culture. Our team takes culture very seriously
• You are an owner! We offer stock options to each of our employees
• An opportunity to build the future and freedom to work wherever you want (fully remote)
• Fair pay, no matter where you live along with a competitive benefits package
• Health, dental, and vision benefits for you and your family
• Life insurance and disability benefits
• Equity options for all full-time employees
• 401(k) plan with corporate matching
• Computer setup
• Unlimited paid time off to relax and recharge
• Flexible work hours
• Opportunity to work in a growing startup