Blockchain Client Support Manager

• Experience & Industry Knowledge

• 3–5+ years of experience in customer support, client success, or account management within blockchain, fintech, or payment processing industries.

• Strong understanding of blockchain technology, cryptocurrency transactions, and payment gateways.

• Familiarity with AML/KYC compliance, fraud prevention, and risk management in blockchain payments.

Technical Skills:

• Ability to troubleshoot blockchain payment issues, transaction failures, and gas fee-related problems.

• Experience with blockchain explorers (e.g., Etherscan, BscScan) and API integrations.

• Knowledge of crypto security best practices, including private key management and multi-signature wallets.

• Proficiency with CRM systems, ticketing platforms, and live chat tools for client support.

Communication & Customer Engagement:

• Excellent verbal and written communication skills for both technical and non-technical audiences.

• Experience creating help documentation, FAQs, and training materials for customer self-service.

• Proven track record of managing B2B relationships with merchants, exchanges, and blockchain startups.

Leadership & Process Improvement:

• Ability to analyze support data, identify trends, and optimize workflows for efficiency.

• Experience in establishing and improving SLAs (Service Level Agreements) and tracking KPIs (Key Performance Indicators).

Soft Skills Requirements:

• Customer-Centric Mindset

• Strong commitment to delivering exceptional customer service.

• Ability to empathize with clients, understand their challenges, and offer tailored solutions.

• Proactive in anticipating customer needs and exceeding expectations.

Communication & Interpersonal Skills:

• Clear, professional, and concise verbal and written communication.

• Ability to explain technical blockchain concepts in a simple and accessible manner.

• Strong active listening skills to fully grasp customer concerns.

Problem-Solving & Critical Thinking:

• Capable of quickly analyzing issues, identifying root causes, and proposing effective solutions.

• Creative approach to solving complex challenges in blockchain transactions.

• Confident in making data-driven decisions to improve support operations.

Adaptability & Resilience:

• Ability to remain calm under pressure and manage high-priority issues effectively.

• Comfortable working in a dynamic, fast-paced blockchain environment.

• Willingness to learn and adapt quickly to new technologies and regulatory changes.

Attention to Detail & Organizational Skills:

• Excellent time management and prioritization to efficiently handle multiple client requests.

• Detail-oriented in documenting interactions, resolutions, and internal processes.

• Structured approach to managing escalations and complex problem-solving.

Negotiation & Conflict Resolution:

• Skilled at de-escalating challenging situations and finding mutually beneficial outcomes.

• Professional and diplomatic in handling difficult conversations.

• Focused on customer satisfaction while upholding company policies and security protocols.

• Provide technical and operational support to businesses integrating our blockchain payment gateway.

• Troubleshoot transaction errors and wallet connectivity issues.

• Collaborate with developers, compliance teams, and product managers to enhance the overall support experience.

• Educate clients on blockchain payment processes, security best practices, and regulatory considerations.

• Analyze customer feedback and support tickets to improve product usability and client satisfaction.

• Develop and maintain support processes and knowledge bases for internal teams and external clients.