Job Details

Required Skills & Experience

-3–4 years of experience in customer support, operations, or a client-facing environment (email and live chat support strongly preferred).

-Experience managing high-volume ticket queues.

-Experience using Zendesk or similar CRM platforms.

Nice to Have Skills & Experience

-Interest in cryptocurrency or blockchain

Job Description

Insight Global is currently hiring Customer Support Analysts for our client in Tempe, AZ. Our client is a global crypto and Web3 platform. We are seeking a detail-oriented, proactive Support Agent who excels in email-based customer service and thrives in a fast-paced environment. This role focuses on high-volume ticket management, fraud-related support, account safety, and issue resolution within the crypto exchange platform. The ideal candidate is highly organized, customer-first, and capable of identifying risks, gathering case details, and escalating issues appropriately.

Core Support Operations:

-Manage approximately 40 email tickets per day

-Provide clear, timely, and accurate responses through Zendesk.

-Handle general inquiries related to the platform and user accounts.

Fraud, Safety, and Risk Support:

-Investigate account restrictions, fraud activity, and suspicious crypto transfers.

-Identify potential scams or compromised accounts (fraud expertise not required, but strong judgment is essential).

-Gather details to support fraud claims and escalation workflows.

-Monitor "urgent" or "account compromised" channels and freeze accounts when necessary to protect users.

Financial Operations

-Support FIAT-related issues including:

• Bank transfers

• Troubleshooting linked bank accounts

• Understanding deposit/withdrawal flows

-Provide foundational support for crypto transfers; crypto knowledge is a major plus.

Quality & Collaboration

-Participate in the QA program to maintain high service standards.

-Follow documented processes, SOPs, and playbooks; escalate complex issues to senior team members.

-Work cross-functionally with Operations, Training, and Leadership to route cases and improve workflows.

This is a 6-month contract-to-hire position with an hourly rate of $30/hr depending upon qualifications and shift preference.