Customer Support Representative

About the role

This role focuses on providing direct customer service for Swapped.com's crypto products. Responsibilities include responding to customer inquiries, investigating reported issues, and creating bug reports for the technical team. A key aspect of the work involves ensuring a smooth experience for users engaging with various crypto services, such as buying, selling, and moving digital assets.

Beyond direct support, the position involves reviewing orders to detect and prevent payment fraud and suspicious activities. This requires a keen eye for detail and an analytical approach to protect both customers and the platform. Collaboration is also important, as the representative will communicate regularly with the support team and other departments to share updates and address issues.

Success in this position means consistently delivering high-quality customer service, effectively identifying and escalating technical issues, and contributing to fraud prevention efforts. The ideal candidate will thrive in a fast-paced environment and be a proactive team player, ensuring that Swapped.com continues to onboard and support its growing user base across numerous countries.

The listed salary for this contractor position ranges from $30,000 to $35,000 USD annually, with additional performance-based bonuses.

Skills that matter here

• customer support: This role is primarily focused on providing customer service to users of crypto products.
• communication: Effective verbal and written communication is essential for interacting with customers, colleagues, and external providers.
• problem solving: The ability to investigate customer issues and formulate bug reports is crucial for this position.
• attention to detail: This skill is vital for reviewing orders to prevent payment fraud and identifying suspicious activity.
• cryptocurrency: Experience or familiarity with cryptocurrency environments is preferred for understanding user needs and product context.

Who this role suits

• Someone with 2-3 years of experience in customer support or success roles, particularly within fintech, crypto, or payment services.
• A person who is highly analytical and pays close attention to details, especially when reviewing transactions.
• An individual who is proactive, flexible, and enjoys working in a fast-paced environment without extensive bureaucracy.
• A team player who communicates clearly and effectively in English, both verbally and in writing.

From the employer

What you will do

• Customer support: Provide great customer service to our customers and merchants across our different products.
• Bug reports: Investigate and create bug reports reported by customers, and found yourself, to our technical team to ensure a great customer experience.
• Payment reviews & anti-fraud: Review a small number of orders to protect against payment fraud and suspicious activity.
• Cross-team collaboration: Liaise regularly with the support team, and the wider company, about any relevant updates or changes, as well as other departments within the company to raise issues or suggestions.

Who you are

• 2-3 years of experience within customer support or success roles, ideally within fintech, crypto, or a payment service provider environment.
• Strong attention to detail with an analytical mindset.
• Proactive team player with a flexible schedule.
• Great ability to communicate effectively in written and verbal English with colleagues, customers, and external providers.
• Excels in fast-paced working environments without unnecessary processes or bureaucracy.

Why choose Swapped.com?

• Competitive salary (28,000 to 32,100 EUR year).
• Yearly performance-based bonus (1–2 months’ salary).
• Yearly company trip with the team, meeting all your colleagues in-person.
• Fast-paced environment where thought to action doesn’t require dozens of meetings with middle management.
• A team that rewards results and performance.
• Work fully remotely or join us in-office in: St Julian’s, Malta (Coming soon), Aarhus, Denmark, Vilnius, Lithuania.
• No corporate BS.