Associate, Customer Support (Retail Exchange Support)

Location: Singapore, Singapore; hybrid work with employees required to work from the office part of the week and onboard in person

Company

hirify.global is a publicly traded global crypto and Web3 platform providing secure crypto products and services to individuals and institutions in over 70 countries.

What you will do

• Own high-priority and escalated customer cases involving crypto transfers, account restrictions, and fiat transfers from intake through resolution.
• Coordinate with Fraud, Compliance, Deposit Operations, Engineering, department heads, and other internal stakeholders while keeping customers informed.
• Handle frontline and management escalations, coach frontline agents, and maintain accurate runbooks and procedures.
• Investigate recurring escalations and reopened cases, then lead routing, process, and automation improvements through completion.
• Analyze backlog, reopen rate, CSAT, and resolution time to identify trends and share weekly insights with leadership.
• Review processes quarterly and provide occasional weekend on-call coverage with flexibility during the week.

Requirements

• 3–4 years of customer support experience or equivalent.
• Experience solving complex customer problems end to end, with confident verbal and polished written communication.
• Experience with a ticketing platform such as Zendesk, including routing and macros.
• Experience in crypto, fintech, or another regulated financial support environment.
• Familiarity with cryptocurrencies and blockchain technologies.
• Basic understanding of financial markets and trading.
• Ability to work across teams without direct authority and explain complex account issues clearly to customers and internal partners.
• Comfort with flexible hours, including weekends, to provide comprehensive support coverage.

Culture & Benefits

• Hybrid work policy in Singapore, with regular in-office collaboration and in-person onboarding.
• Health plans covered at 100% for employees and dependents.
• New-hire equity grant as a long-term incentive.
• Paid parental leave and competitive paid time off.
• Commitment to diverse teams and equal employment opportunity, with accommodations available when needed.