[Hiring] Customer Experience Specialist @zerohash

Role Description

zerohash is looking for a Customer Experience Specialist to join our high-performing CX team. In this role, you will deliver exceptional, human-centered support across B2C and B2B channels, helping customers navigate complex inquiries around KYC, digital asset transactions, and account management.

You will act as a trusted front-line communicator, bringing sound judgment, empathy, and technical curiosity to every interaction. Rather than relying on rigid scripts, you will take full ownership of issue resolution, ensuring every client receives accurate, clear, and thoughtful guidance.

This is a permanent, full-time, fully remote position for candidates based in the Philippines capable of working U.S. business hours.

Responsibilities

• Provide Front-line Support:
  • Handle high-volume customer inquiries via email and phone, resolving issues related to KYC onboarding, transaction status, and digital asset operations with speed and precision.
• Investigate & Resolve Issues:
  • Analyze production logs, dashboards, and transaction flows to identify root causes and resolve complex, financially sensitive problems.
• Communicate with Clarity:
  • Deliver clear, professional, and empathetic responses without resorting to corporate jargon or generic templates.
• Own Customer Outcomes:
  • Follow up diligently on open items, coordinate across internal teams when escalations are necessary, and see every ticket through to final resolution.
• Improve Team Operations:
  • Document operational context, contribute to team runbooks, and provide constructive feedback to continuously improve workflows.

Qualifications

• 2+ years of customer-facing support experience in FinTech, crypto, banking, or payments
• Exceptional spoken and written English communication skills
• Proven ability to troubleshoot complex, financially sensitive transaction issues and read operational logs
• Proficiency with modern support tools (e.g., Zendesk, Intercom, or similar platforms)
• Ability to work full-time U.S. business hours from the Philippines
• Direct exposure to digital assets, blockchain transactions, or KYC/AML onboarding workflows

Requirements

• 2+ years of customer-facing support experience in FinTech, crypto, banking, or payments
• Exceptional spoken and written English communication skills
• Proven ability to troubleshoot complex, financially sensitive transaction issues and read operational logs
• Proficiency with modern support tools (e.g., Zendesk, Intercom, or similar platforms)
• Ability to work full-time U.S. business hours from the Philippines
• Direct exposure to digital assets, blockchain transactions, or KYC/AML onboarding workflows

Benefits

• Chance to earn equity
• Maternity & Paternity leave (after 6 months)
• WeWork All Access Membership
• WFH Yearly Stipend
• L&D Yearly Stipend (after 6 months)