Card Payment Support Specialist

About Trust Wallet

Trust Wallet is the world's leading non-custodial cryptocurrency wallet, relied upon by over 200 million users globally to secure and grow their digital assets. We empower individuals to own their assets and engage confidently in the future economy, while accessing new opportunities that enhance their lives. Our vision is to be your trusted companion as you navigate Web3, the on-chain economy, and the emerging AI-powered future. With support for over 10 million assets across 100+ blockchains, Trust Wallet creates a seamless multi-chain experience backed by industry-leading self-custody technology, a vibrant community, and a growing ecosystem.

The Role

We are excited to welcome a proactive and detail-oriented Card Payment Support Specialist to our team. In this role, you’ll play a crucial part in providing exceptional customer service and technical support for users of Trust Wallet’s card payment solutions. As the primary point of contact for card users, your mission will be to guide them through their card payment experiences, swiftly resolve issues, and champion customer satisfaction.

Your Responsibilities

• Deliver prompt, effective support to Trust Wallet card users through email, addressing inquiries related to card activation, transactions, payment processing, and security.
• Engage with users to understand their needs and provide tailored solutions.
• Collaborate with internal teams (product, technology, operations) to escalate and efficiently resolve complex issues.
• Educate users about best practices for the safe and efficient use of their Trust Wallet app and card.
• Manage user expectations and maintain clear communication during incident resolution or service interruptions.
• Document user interactions and feedback to improve card payment services and support processes.
• Participate in initiatives for continuous improvement and assist with special projects related to card payment services.
• Adhere to Quality Assurance standards and comply with team schedules.
• Foster a positive, collaborative environment within the team and across departments.
• Contribute to projects aimed at achieving team objectives such as implementing ticket deflection strategies and analyzing data/trends to drive defect reduction.

Qualifications

• 2-3 years of experience in frontline customer support, preferably in fintech, payment services, or crypto-related sectors.
• Experience in customer service within banking, payment networks or card networks like Visa, Mastercard, American Express, and Discover is highly desirable.
• Background in supporting digital wallets, crypto payment cards, or blockchain payment solutions is a plus.
• Ability to explain technical information clearly to users with varying levels of technical knowledge.
• Strong interpersonal skills with a demonstrated ability to manage customer relationships and resolve issues effectively.
• Exceptional organizational, multitasking, and time management capabilities.
• Excellent verbal and written communication skills in English and your native language.
• Passion for crypto payments and dedication to providing outstanding customer experiences.
• Ability to adapt and thrive in a fast-paced, evolving environment.
• Willingness to work flexible hours, including nights, weekends, and public holidays.

Additional Information

This position is global and fully remote. You must have the right to work in your country of residence.

Why Join Trust Wallet?

• Be part of the fastest-growing blockchain ecosystem in the world.
• Enjoy excellent learning and career development opportunities.
• Collaborate with a diverse group of world-class talent in an environment full of growth possibilities.
• Engage in challenging, fast-paced projects that push boundaries.
• Experience working in a truly global organization, with international teams and a flat structure.
• Work remotely with flexible hours that fit your lifestyle.
• Receive a competitive salary and benefits package.

Apply now to join our mission in building the most trusted and secure crypto wallet, enabling a decentralized future for everyone.

Trust Wallet is proud to be an equal opportunity employer, and we believe that a diverse workforce is essential to our success.

*Due to the volume of applications, if you do not hear back within 4 weeks from your application date, please consider your application unsuccessful.