French‑Speaking Customer Support Specialist – Blockchain & Finance

About the role

We are looking for a French‑speaking Customer Support Specialist to join a fast‑growing neo‑banking app built on blockchain technology. The role is fully remote and involves shift‑based coverage to assist users across multiple time zones.

Key responsibilities

• Provide high‑quality support via tickets, live chat and email in English and French.
• Guide users through KYC verification, onboarding, payments, account issues and transaction queries.
• Maintain and improve the help‑desk software and help‑center articles.
• Collaborate with product and engineering teams to identify recurring problems and drive root‑cause fixes.
• Work with an AI support bot to improve automated deflection and response accuracy.
• Ensure smooth shift handovers and maintain excellent team coordination.

Required profile

• Professional proficiency in English and French (written and verbal).
• Previous customer support experience in fintech, crypto, payments or banking.
• Hands‑on experience with help‑desk tools such as Zendesk, Freshdesk or Intercom.
• Strong attention to detail and excellent written communication.
• Availability for shift work, including evenings or weekends as needed.

Required skills

• Zendesk
• Freshdesk
• Intercom
• KYC/AML processes
• Crypto wallets
• Blockchain transactions
• Web3 applications

What we offer

• Fully remote work with flexible shift scheduling.
• Opportunities for growth into Customer Experience Design, Service Design and Quality Assurance.
• Experience working with leading blockchain companies.