Job Description
At arenaflex, we're revolutionizing the way millions of people interact with the crypto ecosystem. Our self-custodial wallet offers a seamless, unified experience for managing accounts and tokens across various blockchain networks, empowering users with a single, convenient solution. By integrating cutting-edge security features and launching innovative tools for an enhanced personalized user experience, arenaflex is able to provide a next-generation, safe, and easy-to-use self-custodial wallet for everyone. This strategy has allowed arenaflex to achieve significant milestones, including surpassing 16 million monthly active users, reaching #1 in the Google Play Store finance category, and consistently trending as a Top 50 app across all categories. We're now seeking a seasoned Senior Customer Support Agent to lead best-in-class live chat support for debit cards and banking, handling complex, sensitive issues in real-time, coaching teammates, and continuously improving how we support customers. **About the Role** As a Senior Customer Support Agent at arenaflex, you'll be part of a team of experienced builders in the blockchain and crypto industry. Our journey began from users seeking an easy, seamless path to accessing the crypto ecosystem. This passion fueled our exponential growth, allowing us to onboard over 16M+ active users in just over three years, with our user base growing weekly. Our dedication to a secure and seamless user experience has made us the leading wallet on Solana, as well as our multi-chain approach enhances our platform's versatility, meeting the needs of a diverse and growing user base. **Responsibilities** As a Senior Customer Support Agent, you'll be responsible for: * **Expert Live Chat Support**: Resolve complex debit card and banking issues (card activation, PIN, auth/decline reasons, merchant disputes, fraud holds, chargebacks, card replacement, travel advisories, ACH/wire/RTP, name/address verification, KYC/EDD escalations) in real-time. * **Investigations & Disputes**: Own Reg E/EFTA disputes end-to-end; gather evidence, draft customer communications, liaise with our issuing bank/processor, monitor SLAs, and follow through to resolution. * **Risk & Fraud Triage**: Identify patterns (account takeovers, friendly fraud, mule activity), escalate appropriately, and recommend mitigations (3DS/step-up, velocity controls, card reissue). * **Process & Content**: Create and maintain runbooks, macros, and help content; standardize workflows; propose automations and decision trees to reduce handle time and increase first-contact resolution. * **Quality & Coaching**: Serve as a QA bar-raiser; review chats/tickets, deliver feedback, mentor Tier 1 agents, and partner with Leads/Managers on training. * **Cross-Functional Partnering**: Work with Product, Engineering, Risk/Compliance, and Operations on bug triage, policy decisions, and customer-back input for roadmap. * **Tooling & Automation**: Recommend and implement improvements in Zendesk (or similar), chat routing, macros, triggers, side-conversations, and reporting; explore bots/LLM-assisted replies where appropriate. **Qualifications** To be successful in this role, you'll need: * **Experience**: 4-7+ years in customer support for cards, banking, brokerage, or payments; 2+ years handling complex live chat queues and/or concierge-level service. * **Domain Knowledge**: Familiar with card lifecycle (auth/clearing/settlement), dispute/chargeback flows, card network rules, and banking rails (ACH, wires, RTP). * **Compliance Mindset**: Working knowledge of KYC/AML, OFAC screening, Reg E disputes, PII handling, and secure communications. * **Communication**: Fluent, crisp English; superb written tone; 60+ WPM typing with high accuracy. * **Critical Thinking**: Strong troubleshooting, pattern recognition, and decision-making under time pressure; can navigate ambiguity and incomplete data. * **Systems**: Proficiency with Zendesk (or similar), CRM/CSAT/QA tooling, fraud/risk consoles, and documentation platforms (e.g., Notion, Confluence). * **Collaboration**: History of partnering with Product/Eng to ship improvements based on support insights. * **Nice to Have (Big Plus)**: Crypto support experience (self-custody wallets, on-chain transfers, stablecoins, fees/gas, EVM/Solana basics); experience with card processors or banking partners (e.g., Marqeta/Galileo/Lithic, sponsor banks). **Opportunity** We're a team of experienced builders in the blockchain and crypto industry, and we're committed to building an inclusive, supportive place for you to do the best work of your career. By joining arenaflex, you'll have the opportunity to: * **Shape the future of innovation**: Help us create a next-generation, safe, and easy-to-use self-custodial wallet for everyone. * **Make crypto easier to navigate**: Help users discover and navigate the crypto ecosystem with ease. * **Live in a multi-chain world**: Work with a variety of blockchain networks, including Solana, Ethereum, Polygon, and Bitcoin. **Benefits** As a Senior Customer Support Agent at arenaflex, you'll enjoy: * **Competitive salary and equity** * **Comprehensive insurance (medical/dental/vision) — 100% covered** * **Stipend for your ideal remote set-up** * **Flexible hours and a supportive remote environment** * **Unlimited vacation: Take time when you need it (and we really mean it!)** * **401(k) retirement plan** * **Monthly wellness benefit** * **Weekly meal benefit** * **Global off-sites** **Diversity, Equity, and Inclusion** We strongly encourage candidates of all different backgrounds to apply. We believe that our work is stronger with a variety of perspectives, and we're eager to further diversify our company. If you have a background that you feel would make an impact at arenaflex, please consider applying. **How to Apply** If you're passionate about customer support, crypto, and innovation, we'd love to hear from you. Please submit your resume and application materials, and we'll be in touch soon. By submitting your resume and application materials, you acknowledge and agree that arenaflex may use automated tools, including AI systems, and may engage trusted third-party service providers to process your application and ensure an efficient hiring process. arenaflex does not sell your information and your materials will be handled securely and in accordance with applicable data protection laws. Apply for this job