Customer Service Agent

About the company

Trust Wallet is the leading non-custodial cryptocurrency wallet, trusted by over 200 million people worldwide to securely manage and grow their digital assets. Our vision is to give individuals the freedom to own their assets, confidently participate in the future economy, and access opportunities that enhance their lives. Our mission is to be a trusted personal companion — helping users safely navigate Web3, the on-chain economy, and the emerging AI-powered future. With support for over 10 million assets across 100+ blockchains, Trust Wallet offers a seamless, multi-chain experience backed by industry-leading self-custody technology, a vibrant community, and a growing ecosystem of partners.

The Opportunity

We are looking for a proactive and detail-oriented Customer Support Representative to manage inbound inquiries and maintain high-quality support through chat, email, and phone. You’ll independently resolve issues, escalate complex cases when needed, and stay updated with product and process knowledge. The role also involves adhering to quality and scheduling standards, collaborating with team members, and supporting improvement initiatives such as ticket deflection and data analysis.

Responsibilities

• You will handle all inbound inquiries received, and outbound communication is established in the form of chats, emails, and calls

• Independently provide accurate information to resolve problems/issues that arise

• Continuously educate one’s self with up-to-date and relevant information to support the customer service operations

• You will escalate issues to your team leader, managers, and other departments as required

• Adhere to the Quality Assurance standards set

• Adhere to and comply with the schedule set by the Team Leader

• Assist in the preparation of other processes as and when assigned/required by the Team Leader

• Display good team working attitude and behavior within the team and other departments in the company

• Assist in projects aimed at achieving team objectives such as implementing ticket deflection strategies, analyzing data/trends to drive defect reduction etc.

Qualifications

• 2-3 years experience in frontline customer support, preferably in the financial or service industry

• Have the passion and willingness to go above and beyond to solve complex problems while delivering an outstanding customer experience

• Both adaptable and resilient, able to operate in a quickly changing environment

• Excellent verbal and written professional English and your respective native language skills

• Great at multitasking, prioritizing, and managing time effectively.

• Knowledge or interest in blockchain/digital assets/fin-tech industry

• Ability to work on flexible working hours and shifts (including night shifts, weekends, and Public Holidays)

Nice to have:

• Previous engagement in blockchain-specific projects, especially related to wallet development.

• Open-source contributions and long-term engagements

• Experience with iOS/Android/Web platforms

• Deep understanding of distributed systems and cryptographic principles.

• Proficiency in working with different blockchain protocols and standards.

• Previous experience in Golang, Rust or Solidity is a plus.

Working at Trust Wallet

• Do something meaningful; Be a part of the future of finance technology and the no.1 company in the industry

• Fast moving, challenging and unique business problems

• International work environment, flat organization, flexible working hours

• Great career development opportunities in a growing company

Additional Information

You must have the right to work for the country you are based.

Why work at Trust Wallet?

• Be a part of the world’s leading blockchain ecosystem that continues to grow and offers excellent career development opportunities.

• Work alongside diverse, world-class talent, in an environment where learning and growth opportunities are endless.

• Tackle fast-paced, challenging and unique projects.

• Work in a truly global organization, with international teams and a flat organizational structure.

• Enjoy competitive salary and benefits.

• Balance life and work with flexible working hours and casual work attire.

Apply today to join our team in building the world’s most trusted and secure crypto wallet and enable a decentralized future for everyone.

*Due to the large amount of the applications, please take your application unsuccessful should you not be contacted within 4 weeks from your application date.