Job Summary:

We are seeking a meticulous Customer Support QA Analyst with experience in the crypto or blockchain space to ensure high-quality interactions between our support team and users. This role focuses on monitoring and analyzing support tickets, live chats, and email responses to ensure compliance with internal standards, regulatory requirements (e.g., KYC/AML), and customer satisfaction expectations. You will play a key role in shaping a top-tier support experience for users navigating Web3, DeFi, wallets, exchanges, and other crypto products.

Key Responsibilities:

Quality Monitoring

• Audit support conversations (email, chat, voice) to assess quality, accuracy, compliance, tone, and empathy.
• Ensure customer support agents correctly address crypto-specific issues such as:
• Wallet connection and access issues
• Token transfer delays or failures
• KYC/AML verification errors
• Exchange or DeFi platform navigation
  
  
  

Performance Analysis

• Identify patterns in customer pain points and agent performance gaps.
• Deliver actionable feedback to support team leads and agents.
• Maintain QA dashboards and weekly/monthly QA performance reports.
  
  
  

Process Improvement

• Collaborate with training teams to revise onboarding and refresher materials.
• Help standardize support procedures and knowledge base content for crypto-specific topics.
• Recommend improvements to ticket routing, macros, or escalation workflows.
  
  
  

Compliance & Risk

• Ensure adherence to internal crypto compliance standards (e.g., transaction privacy, GDPR, KYC, AML).
• Help flag sensitive or potentially fraudulent user behavior from a QA perspective.
  
  
  

Voice of the Customer

• Provide insights to product, engineering, and risk teams based on customer support trends.
• Act as a bridge between user-facing teams and technical departments.
  
  
  

Required Qualifications:

• 2-4 years of QA experience in customer support or customer experience teams.
• At least 1 year of experience in the **crypto, fintech, or blockchain** space.
• Deep understanding of customer challenges in using wallets, exchanges, DeFi apps, or NFT platforms.
• Strong analytical skills and familiarity with QA scorecards and customer satisfaction metrics (CSAT, QA%, NPS).
• Experience using support platforms like Zendesk, Intercom, Freshdesk, Salesforce, or similar.
• Excellent communication skills with attention to tone, grammar, and empathy.
  
  
  

Preferred Qualifications:

• Knowledge of blockchain fundamentals and common tools (e.g., MetaMask, Trust Wallet, Etherscan).
• Familiarity with regulatory frameworks such as KYC, AML, and data privacy laws.
• Experience with quality monitoring tools like MaestroQA, Playvox, Klaus, or Scorebuddy.
• Understanding of crypto terminology (e.g., gas fees, private keys, staking, liquidity pools).
• Bilingual or multilingual support experience is a plus.
  
  
  

Key Traits:

• Extreme attention to detail and a high bar for quality
• Strong judgment in ambiguous or escalated situations
• Passion for customer advocacy and crypto adoption
• Ability to work cross-functionally with global teams