Introduction to blithequark
blithequark is revolutionizing the way millions of people interact with the crypto ecosystem, offering a seamless and unified experience for managing accounts and tokens across multiple blockchain networks. With a strong focus on cutting-edge security features and innovative tools, blithequark provides a next-generation, safe, and easy-to-use self-custodial wallet for everyone. Having achieved significant milestones, including surpassing 16 million monthly active users and consistently trending as a top app, blithequark is now looking for a seasoned Senior Customer Support Agent to join its team.
Job Overview
As a Senior Customer Support Agent at blithequark, you will lead best-in-class live chat support for debit cards and banking, handling complex and sensitive issues in real-time, coaching teammates, and continuously improving customer support processes. This role is ideal for a seasoned support professional from a top-tier financial services team with strong judgment, empathy, and process-building skills. Experience in the crypto industry is a major plus, but not required.
Key Responsibilities
- Expert Live Chat Support: Resolve complex debit card and banking issues, including card activation, PIN, auth/decline reasons, merchant disputes, fraud holds, chargebacks, card replacement, travel advisories, ACH/wire/RTP, name/address verification, and KYC/EDD escalations.
- Investigations & Disputes: Own Reg E/EFTA disputes end-to-end, gathering evidence, drafting customer communications, liaising with the issuing bank/processor, monitoring SLAs, and following through to resolution.
- Risk & Fraud Triage: Identify patterns, escalate appropriately, and recommend mitigations to prevent account takeovers, friendly fraud, and mule activity.
- Process & Content: Create and maintain runbooks, macros, and help content, standardize workflows, and propose automations and decision trees to reduce handle time and increase first-contact resolution.
- Quality & Coaching: Serve as a QA bar-raiser, reviewing chats/tickets, delivering feedback, mentoring Tier 1 agents, and partnering 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, exploring bots/LLM-assisted replies where appropriate.
Essential Qualifications
To be successful in this role, you should have:
- 4-7+ years of experience in customer support for cards, banking, brokerage, or payments, with 2+ years handling complex live chat queues and/or concierge-level service.
- Domain knowledge of card lifecycle, dispute/chargeback flows, card network rules, and banking rails (ACH, wires, RTP).
- A compliance mindset with working knowledge of KYC/AML, OFAC screening, Reg E disputes, PII handling, and secure communications.
- Fluent, crisp English with superb written tone and 60+ WPM typing with high accuracy.
- Strong critical thinking, troubleshooting, pattern recognition, and decision-making under time pressure, with the ability to navigate ambiguity and incomplete data.
- Proficiency with Zendesk (or similar), CRM/CSAT/QA tooling, fraud/risk consoles, and documentation platforms (e.g., Notion, Confluence).
- A history of partnering with Product/Eng to ship improvements based on support insights.
Preferred Qualifications
While not required, the following qualifications are a big plus:
- Crypto support experience, including 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).
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to helping our employees grow and develop their skills. As a Senior Customer Support Agent, you will have the opportunity to:
- Work on confidential, unreleased offerings and contribute to the development of new products and services.
- Collaborate with cross-functional teams, including Product, Engineering, and Risk/Compliance, to drive business outcomes.
- Develop your leadership skills by coaching and mentoring junior team members.
- Stay up-to-date with the latest trends and technologies in the crypto and financial services industries.
Work Environment and Company Culture
blithequark is a remote-first company with a strong focus on flexibility, autonomy, and work-life balance. We believe in creating a supportive and inclusive environment that allows our employees to thrive. As a member of our team, you can expect:
- Flexible hours and a supportive remote environment.
- Unlimited vacation time and a monthly wellness benefit.
- A stipend for your ideal remote set-up and a weekly meal benefit.
- Global off-sites and team-building activities.
- A culture that values diversity, equity, and inclusion, with a strong commitment to building a team that reflects the diversity of our users.
Compensation, Perks, and Benefits
blithequark offers a competitive salary and equity package, as well as a range of perks and benefits, including:
- Comprehensive insurance (medical/dental/vision) — 100% covered.
- A 401(k) retirement plan and monthly wellness benefit.
- A stipend for your ideal remote set-up and a weekly meal benefit.
- Unlimited vacation time and flexible hours.
- Global off-sites and team-building activities.
Conclusion
If you are a seasoned customer support professional looking for a new challenge, we encourage you to apply for this exciting opportunity to join blithequark as a Senior Customer Support Agent. With your expertise and passion for delivering exceptional customer experiences, you will play a critical role in shaping the future of the crypto ecosystem. Don't miss out on this chance to be part of a innovative and fast-growing company that is revolutionizing the way people interact with crypto. Apply now and take the first step towards an exciting and rewarding career at blithequark!
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