Customer Service Agent at Trust Wallet

Job Description

Company Overview

Trust Wallet is the world’s most inclusive, chain-agnostic, self-custody wallet, empowering over 100 million users worldwide. As a secure and intuitive gateway to Web3, Trust Wallet enables users to send, receive, stake, swap, and store over 10 million cryptocurrencies across 100+ blockchains, including Bitcoin, Ethereum, Solana, and BNB Smart Chain. The platform supports a thriving developer community and plays a key role in driving global crypto adoption.

Job Summary

We are seeking a proactive and detail-oriented Customer Service Agent to provide top-tier service via chat, email, and phone. This role involves resolving customer issues independently, escalating complex cases when necessary, and contributing to team improvement initiatives. The ideal candidate is resilient, adaptable, and passionate about delivering an exceptional customer experience in the fast-evolving Web3 space.

Responsibilities

• Handle inbound inquiries and engage in outbound communication via chats, emails, and calls
• Resolve customer problems with accurate, timely, and relevant information
• Stay current with product updates and customer service processes
• Escalate unresolved issues to team leads or relevant departments
• Follow established Quality Assurance standards and scheduling guidelines
• Participate in process improvement initiatives, including ticket deflection and trend analysis
• Collaborate with team members and contribute to a positive support environment
• Support team projects and other tasks as assigned by the Team Leader

Requirements

• 2–3 years of frontline customer support experience (preferably in financial services or fintech)
• Strong problem-solving skills and a customer-first mindset
• Ability to thrive in a fast-paced and dynamic environment
• Excellent verbal and written communication skills in English and your native language
• Ability to multitask, prioritize, and manage time effectively
• Interest or knowledge in blockchain, digital assets, or fintech
• Willingness to work flexible hours, including night shifts, weekends, and holidays

Nice to Have

• Experience in blockchain projects, especially wallet-related
• Contributions to open-source or long-term technical engagements
• Familiarity with iOS/Android/Web platforms
• Understanding of distributed systems and cryptography
• Experience with blockchain protocols and standards
• Programming experience in Golang, Rust, or Solidity

Working at Trust Wallet

• Be part of the future of finance and a top player in the blockchain industry
• Tackle unique and challenging problems in a fast-moving space
• Work in a flat, international organization with flexible hours
• Access great career development opportunities
• Enjoy competitive salary and benefits
• Embrace work-life balance and a casual work culture