[Hiring] Customer Support Specialist @Relay

Role Description

Relay's integrator base has roughly doubled in the last six months, and we're looking for Customer Support Specialists to help triage tickets, investigate issues, answer questions, and turn everyday support work into better systems for our customers and our team.

• Own front-line support in specific time zone hours
• Provide reliable overlap with our existing support team for incoming customer issues during your time zone working hours. Focus on specialists in UTC 5 through UTC+9:30 timezones in APAC.
• This role includes weekend coverage and will be a Saturday to Wednesday schedule.
• Triage and debug customer issues
• Respond to customer tickets with clarity and care, handling the ones you can resolve directly
• Investigate issues using Relay's backend logs, transaction records, and block explorers
• Build fluency with on-chain transaction flows for end users and integrators
• Escalate the right issues to engineering with enough context for them to move quickly
• Take on an increasing share of ticket volume and ownership so the team's capacity keeps pace with integrator growth
• Translate support work into better systems
• Turn recurring customer issues into process improvements, internal documentation, and feedback for product and engineering
• Communicate technical context at the right level for customers and internal stakeholders
• Contribute to long-term project work such as automation, documentation, and self-serve tooling in the developer portal
• Build depth over time on Relay's protocol, integrations, and customer base

Qualifications

• You're a clear, calm communicator with customers and internal stakeholders
• You have high agency: you take ownership, drive issues to resolution, and don't wait to be told what to do
• You're already using LLMs as part of your daily workflow and are quick to pick up new tools and technology
• You can scale complex explanations to different audiences
• You treat support work as a system: every ticket is a signal, not just something to close
• You're excited about blockchain and excited to go deep on the crypto side (block explorers, logs, on-chain flows)
• You work well in a fast-moving startup environment and have contributed to shaping structure and processes
• You have a keen eye for detail and notice the little things

Requirements

• 3+ years of customer or technical support experience in the tech industry
• Excellent written and verbal communication skills
• Strong computer and software tooling fluency, including everyday use of AI tools
• Experience triaging competing priorities in real time
• A track record of turning recurring support issues into systems or process improvements

Benefits

• Competitive base salary
• Equity package
• Comprehensive health benefits
• Flexible PTO policy with encouraged minimum
• Remote-first culture with emphasis on collaboration, communication, and flexibility