If you’ve got real customer support reps under your belt and you can stay calm while people are stressed about money, this one’s a solid lane. It’s frontline support for Trust Wallet’s card payment users: activations, transactions, payment processing, and security issues, with a lot of escalation and documentation.
About Trust Wallet
Trust Wallet is a major non-custodial crypto wallet with a global user base. They position themselves as a “personal companion” helping users navigate Web3, on-chain activity, and card payment features.
Schedule
- Full-time, Remote (Global)
- Flexible hours required, including nights, weekends, and public holidays
- Must have the legal right to work in the country you’re based in
What You’ll Do
- Support card users via email (activation, transactions, payment processing, security)
- Translate technical issues into plain-English solutions
- Escalate complex cases to product/tech/ops and follow through to resolution
- Educate users on safe usage and best practices inside the app + card experience
- Manage expectations during outages or incidents with clear updates
- Log interactions, capture feedback, and help improve support processes
- Support QA standards and stick to schedules
- Help with projects like ticket deflection, data/trend analysis, and defect reduction
What You Need
- 2–3 years frontline customer support (fintech, payments, or crypto preferred)
- Banking/card network experience (Visa/Mastercard/AmEx/Discover) is a strong plus
- Experience with digital wallets or crypto payment cards is a plus
- Strong written communication (English + your native language)
- Comfortable explaining technical stuff to non-technical people
- Organized, fast, and able to juggle multiple cases
- Adaptable and resilient in a fast-changing environment
Benefits
- Competitive salary and benefits (not detailed)
- Remote work + global teams
- Learning and career growth opportunities
My straight take (so you don’t waste time):
- This will likely include “high emotion” tickets: failed charges, security fears, card lockouts, account access panic. If you’re not good at de-escalation, it’ll eat you alive.
- “Email support” doesn’t mean quiet. In crypto, volume spikes hard during incidents.
Happy Hunting,
~Two Chicks…