Customer Support Executive (Crypto)

TL;DR

Customer Support Executive (Crypto): Delivering empathetic support and resolving complex issues for institutions using hirify.global’s platform with an accent on becoming a product expert and driving process improvements. Focus on resolving tough technical tickets, gathering customer insights, and shaping customer operations at scale.

Location: Remote (USA/Canada) with occasional travel to Paris or London hubs.

Company

hirify.global builds enterprise-grade back-office and data infrastructure to bring financial integrity to the crypto economy, trusted by leaders like Circle and Societe Generale.

What you will do

• Deliver fast, empathetic, and effective customer support via Plain.
• Partner with Product, Engineering, and Sales to resolve issues and surface customer insights.
• Report bugs, share feature requests, and champion the customer’s voice in product discussions.
• Develop deep product expertise and help teammates with best practices and workarounds.
• Lead projects to improve processes, documentation, and the help center experience.
• Drive measurable improvements to time to resolution and customer confidence.

Requirements

• Crypto-native experience and able to walk through an on-chain transaction.
• Thrives on complexity over volume and is comfortable owning challenging tickets for days.
• Communicates clearly and over-communicates in remote settings, with a strong bias to action.
• Has excellent customer communication skills and enjoys digging into technical details.
• Is coachable, takes ownership, and shows initiative.

Nice to have

• Experience with accounting, reconciliation, or finance workflows.

Culture & Benefits

• 100% remote or hybrid working options.
• 25 days paid holiday plus bank holidays, with one additional day annually up to 30 days total.
• Your birthday off.
• Mental health resources, wellbeing programs, and professional coaching.
• Family-friendly policies.
• Fitness and wellness budget.
• MacBook Pro and $200 home office setup budget.
• Training and development budget.

Hiring process

• Talent Screen (15-30 min introductory video call).
• Hiring Manager Interview (30 min deeper conversation).
• Complete a Take-Home Case based on a realistic support scenario.
• Case Presentation (60 min) to the hiring manager and head of customer support.
• Offer.