Customer Support Engineer

Tangem is a high-tech company in the blockchain sector was founded in 2017, headquartered in Zug, Switzerland, with branches in North America, Eastern Europe, and APAC.

Tangem started with the idea of bringing digital assets to the masses using a unique combination of a smartcard-based hardware wallet and mobile applications. Company owns and promotes the technology of hardware cold-wallet for digital assets with secure and simple UX in 220 countries today. Our customers enjoy setup time within 1 minute with the ultimate security level for digital assets on their wallet. Tangem solutions offer multi-support of a growing number of thousands of tokens by a single wallet. SBI Crypto Investment Ltd., the digital asset venture investment company wholly owned by SBI Holdings Inc., has invested $15 million into Tangem in 2019 for mass adoption of blockchain technology.

As the Customer Support Specialist, you will be accountable for providing customer support to clients through a dedicated ticket system. Your main objective will be to ensure customer satisfaction by addressing client inquiries promptly and precisely. You will need to possess extensive knowledge of our products.

Responsibilities:

• Respond to customer inquiries regarding order placement, payment status, and refunds via the ticketing system or chat;
• Monitor orders at the payment stage: verify transactions and handle declined/failed payments;
• Work with the internal e-commerce platform and external payment systems (PayPal, Global Payments, NowPayments, etc.);
• Communicate with internal departments (finance, logistics, dev team, tech support) and payment providers to resolve issues quickly and efficiently;
• Participate in process optimization: identify bottlenecks and operational issues, suggest improvements, and help automate routine tasks;
• Maintain clear, professional communication with customers, even in complex or stressful situations.

Requirements:

• At least 1 year of experience in customer support, preferably in e-commerce, fintech, banking, or crypto, with solid knowledge of payment processes and excellent customer communication skills;
• Excellent bilingual communication skills in English (not lower than B2), knowledge of other languages is welcome;
• Understanding of e-commerce operational processes: onboarding, delivery, and order management;
• Basic knowledge of blockchain and understanding of crypto payment specifics;
• Familiarity with electronic payment systems (bank cards, online payment platforms, etc.);
• Familiarity with customer support and e-commerce tools;
• Highly organized, detail-oriented, and capable of multitasking effectively;
• Strong problem-solving skills and ability to work independently as well as collaboratively in a team.

What we offer:

• Remote work from anywhere in the world;
• Schedule: 5/2, with mandatory weekend coverage (Saturday and Sunday); days off provided Monday - Friday;
• Competitive salary in Euro/ USDT;
• 20 working days of paid vacation;
• Stability, career growth, and professional development opportunities in a fast-growing, progressive industry;
• Compensation for the purchase of necessary technical devices for the work;
• Birthday presents;
• Paid sick leaves.