[Hiring] Customer Support Specialist @Bamboo Works

Role Description

We're looking for a Customer Support Specialist – Fintech & Crypto Payments who combines excellent customer service skills with a strong understanding of financial products, digital platforms, payment transactions, and ideally cryptocurrency.

• First point of contact for customers using the platform and its associated crypto card.
• Assist with account setup, verification, platform functionality, card usage, payments, deposits, withdrawals, and transaction-related concerns.
• Majority of support handled through live chat and written communication, with occasional phone or video calls.
• Take ownership of incoming cases and resolve issues independently, following established SOPs and escalation procedures.
• Understand the product, investigate problems, identify solutions, and guide customers through financial and technical issues.

Qualifications

• At least 3 years of experience in customer support, client services, or client operations, preferably within fintech, financial services, digital banking, payments, or cryptocurrency.
• Direct experience supporting customers using financial products, payment cards, or digital financial platforms.
• Strong understanding of card payments and common transaction issues.
• Familiarity with customer onboarding, account verification, KYC, and transaction-related support processes.
• Strong written and spoken English.
• Experience handling customer inquiries through live chat, email, or other written communication channels.
• Confidence communicating with customers through phone or video calls.
• Strong troubleshooting skills and the ability to independently investigate and resolve customer concerns.
• Ability to follow SOPs and exercise sound judgment.
• Excellent attention to detail.
• Strong organizational skills.
• A proactive, resourceful, and customer-focused approach to problem-solving.
• Familiarity with cryptocurrency and digital assets.

Requirements

• Professional experience supporting a cryptocurrency exchange, wallet provider, crypto card, trading platform, or digital assets business.
• Experience supporting Visa/Mastercard-linked financial products or payment cards.
• Familiarity with cryptocurrency wallets, exchanges, deposits, withdrawals, and on-chain transactions.
• Experience in payments operations, trading operations, financial-services operations, or client operations.
• Experience supporting B2C financial products.
• Familiarity with customer support platforms such as Intercom, Zendesk, Freshdesk, Salesforce, or similar tools.
• Experience using ticketing systems, knowledge bases, and internal escalation workflows.
• Understanding of blockchain and cryptocurrency concepts.
• Experience coordinating with compliance, risk, fraud, payments, or technical teams.
• Previous experience helping establish or improve a customer support function.

Benefits

• Full-Time commitment (40 hours/week).
• Fixed Bahamas business hours (Eastern Time).
• Fully Remote location.
• Independent Contractor engagement.
• Start Date: ASAP.
• Monthly Rate: US$1,200 - $1,600 (Depending on level of experience).

Ideal Candidate Profile

• Enjoys helping customers with technical curiosity and financial-product knowledge.
• Comfortable explaining how digital financial platforms work.
• Investigates and takes ownership of issues through to resolution.
• Open to strong candidates from fintech, digital banking, or payments with a solid understanding of cryptocurrency.
• Resourceful, detail-oriented, calm under pressure, and committed to delivering an excellent customer experience.

Recruitment Process

• Initial Interview with Bamboo Works.
• Client Interview.
• Offer & Onboarding.