Job Summary:

We are seeking a highly motivated Customer Support Retention Specialist to join our support team. In this role, you will be responsible for delivering high-quality support while focusing on user retention, churn prevention, and long-term customer satisfaction. You will work closely with customers to resolve issues, educate them on our platform and services, and provide proactive engagement to maximize their success.

Key Responsibilities:

• Engage with at-risk users to understand concerns, resolve issues, and retain them on the platform
• Deliver excellent support across email, chat, and phone channels
• Troubleshoot and resolve user issues related to accounts, transactions, and wallet access
• Educate users on crypto fundamentals, platform features, and safe practices
• Identify upsell and cross-sell opportunities that align with user needs
• Analyze user behavior and feedback to flag churn risks and improve retention strategies
• Support KYC/AML onboarding processes in collaboration with compliance teams
• Work with product, marketing, and development teams to improve user experience
• Handle sensitive cases with professionalism, especially during market or platform volatility
• Maintain accurate records of customer interactions in CRM and support systems

Requirements:

• 1-3 years of experience in customer support, ideally in fintech, crypto, or SaaS
• Strong communication and interpersonal skills
• Customer-first mindset with a focus on proactive problem-solving
• Ability to understand and explain blockchain/crypto concepts in simple terms
• Familiarity with customer support tools (e.g., Zendesk, Intercom, Salesforce)
• Comfortable working in a fast-paced, remote-friendly environment
• Knowledge of crypto wallets, exchanges, DeFi, or trading platforms is a strong plus
• Multilingual capabilities are a plus

Why Work for Us:

At Bitunix, we value our employees and strive to create a positive and inclusive work environment. We offer competitive salaries and benefits, opportunities for career growth and development, and a dynamic and innovative culture. By joining our team, you will have the opportunity to be a part of a rapidly growing company in the exciting and ever-evolving world of digital assets.

If you are a highly motivated and experienced Customer Support Representative, we would love to hear from you. Apply now and become a part of our dynamic and innovative team!