Customer Support Specialist

@CryptoBot is one of the largest Telegram products for buying, selling, exchanging, and transferring cryptocurrency. We have an active international user base, with a significant share of our trading volume coming from CIS countries. Our MAU is in the hundreds of thousands.

We are currently looking for a Customer Support Specialist to help us provide a high-quality user experience and handle complex customer cases.

At this time, we are considering candidates based outside Russia.

What you’ll be doing

• Handle user inquiries in support chats – quickly, accurately, and to the point.

• Check the status of operations and crypto transactions using internal tools and blockchain explorers.

• Investigate unusual and complex user cases and find solutions based on internal policies and procedures.

• Verify transaction details and relevant information before providing a response to the user.

• Escalate complex cases to senior specialists or other teams when necessary.

• Handle some user inquiries in English.

• Identify recurring issues and suggest improvements to processes and the knowledge base.

What we expect from you

• Hands-on experience working for a crypto service, cryptocurrency exchange, crypto wallet, or another crypto-related product – this is a mandatory requirement.

• Solid understanding of crypto transactions, including networks, TXIDs, confirmations, memos/tags, and fees.

• Experience handling complex inquiries, complaints, or disputed transactions.

• Fluent written Russian.

• Strong written communication skills and attention to detail.

• Ability to handle a high volume of inquiries without compromising quality.

• Strong analytical and critical thinking skills, with the ability to verify facts and avoid making assumptions without sufficient evidence.

• Calm and professional communication with difficult users.

• Honesty, reliability, and a responsible approach to user data and internal information.

• Ability to work independently and consistently without constant supervision.

Nice to have

• Experience working with P2P services or cryptocurrency exchanges.

• Experience with Intercom.

• Written English.

• Experience creating instructions and knowledge base materials.

What we offer

• Fully remote work.

• The opportunity to work on a real product used by more than 2 million people every month.

• A small, strong team where good ideas are noticed and supported.

• No bureaucracy or micromanagement — we focus on results and give you autonomy in your work.

• Opportunities for professional growth and an expanding scope of responsibility.

• 5/2 schedule, 8 working hours + break, with an afternoon/evening shift: 14:00–23:00 or 15:00–00:00 UTC+3.