Written by Trust Wallet is the leading non-custodial cryptocurrency wallet, trusted by over 200 million users worldwide to securely manage and grow their digital assets.
Our vision is to empower individuals with the freedom to truly own their assets, confidently participate in the future economy, and unlock opportunities that enhance their lives.
Our mission is to be a trusted personal companion—guiding users safely through Web3, the on-chain economy, and the emerging AI-powered future. With support for over 10 million digital assets across 100+ blockchains, Trust Wallet delivers a seamless, multi-chain experience powered by industry-leading self-custody technology, a vibrant global community, and an expanding ecosystem of partners.
Job Title: Customer Service Agent – Card Payment
- Location: Remote (Global)
- Employment Type: Full-Time
The Opportunity
We are seeking a proactive and detail-oriented Card Payment Support Specialist to join our team. In this role, you will provide dedicated customer service and technical support to users of Trust Wallet’s card payment solutions.
You will serve as the primary point of contact for card users, ensuring a smooth payment experience, resolving issues efficiently, and maintaining high levels of customer satisfaction.
Key Responsibilities
- Provide timely and effective support to Trust Wallet card users via email, addressing inquiries related to card activation, transactions, payment processing, and security.
- Communicate clearly and professionally to understand user concerns and deliver appropriate solutions.
- Collaborate with internal teams (Product, Engineering, and Operations) to escalate and resolve complex issues.
- Educate users on best practices for the safe and efficient use of the Trust Wallet app and card services.
- Manage user expectations and maintain transparent communication during incident resolution or service disruptions.
- Accurately document user interactions and feedback to improve card payment services and support processes.
- Contribute to continuous improvement initiatives and support special projects related to card payment services.
- Adhere to Quality Assurance standards and comply with team schedules and performance metrics.
- Maintain a positive, collaborative attitude across teams and departments.
- Assist in projects aimed at achieving team objectives, including implementing ticket deflection strategies and analyzing data trends to reduce defects.
Qualifications
- 2–3 years of experience in frontline customer support, preferably within fintech, payments, or cryptocurrency services.
- Experience in customer service within banking, payment networks, or card networks such as Visa, Mastercard, American Express, or Discover is highly desirable.
- Experience supporting digital wallets, crypto payment cards, or blockchain-based payment solutions is an advantage.
- Strong ability to explain technical concepts clearly to users with varying levels of technical knowledge.
- Excellent interpersonal skills with a proven track record of managing customer relationships and resolving issues effectively.
- Strong organizational, multitasking, and time management abilities.
- Excellent written and verbal communication skills in English and your native language.
- Demonstrated passion for crypto payments and a commitment to delivering exceptional customer experiences.
- Adaptable and resilient in a fast-paced, evolving environment.
- Willingness to work flexible hours, including nights, weekends, and public holidays when required.
Additional Information
This is a fully remote, global role. Candidates must have the legal right to work in the country where they are based.
Application Deadline: Not specified.