Customer Service Agent – Card Payment Full Time

About the company

Trust Wallet is the leading non-custodial cryptocurrency wallet, trusted by over 200 million people worldwide to securely manage and grow their digital assets. Our vision is to give individuals the freedom to own their assets, confidently participate in the future economy, and access opportunities that enhance their lives. Our mission is to be a trusted personal companion — helping users safely navigate Web3, the on-chain economy, and the emerging AI-powered future. With support for over 10 million assets across 100+ blockchains, Trust Wallet offers a seamless, multi-chain experience backed by industry-leading self-custody technology, a vibrant community, and a growing ecosystem of partners.

The Opportunity

We are looking for a proactive and detail-oriented Card Payment Support Specialist to join our team. In this role, you will provide dedicated customer service and technical assistance to users of Trust Wallet’s card payment solutions. You will be the primary point of contact for card users, helping them navigate their card payment experience smoothly, resolving issues quickly, and ensuring high customer satisfaction.

Responsibilities

Provide timely and effective support to Trust Wallet card users via email, resolving inquiries related to card activation, transactions, payment processing, and security.
Communicate clearly to understand user needs and deliver appropriate solutions.
Collaborate with internal teams (product, technology, operations) to escalate and resolve complex issues.
Educate users on best practices for safe and efficient use of their Trust Wallet app and card.
Manage user expectations and maintain clear communication during incident resolution or service interruptions.
Document user interactions and feedback to help improve card payment services and support processes.
Participate in continuous improvement initiatives and support special projects related to card payment services.
Adhere to Quality Assurance standards and comply with team schedules.
Display a positive, collaborative attitude within the team and across departments.
Assist in projects aimed at achieving team objectives such as implementing ticket deflection strategies, analyzing data/trends to drive defect reduction etc.
Qualifications

2-3 years of experience in frontline customer support, preferably in fintech, payments, or crypto-related services.
Background in customer service within banking, payment networks, or card networks such as Visa, Mastercard, American Express, and Discover is highly desirable.
Experience supporting digital wallets, crypto payment cards, or blockchain payment solutions is a plus.
Strong ability to explain technical information clearly to users with varying technical knowledge.
Excellent interpersonal skills with proven success in managing customer relationships and resolving issues.
Strong organizational, multitasking, and time management skills.
Excellent verbal and written communication skills in English and your native language.
Passion for crypto payments and willingness to go above and beyond to deliver outstanding customer experiences.
Adaptable and resilient in a fast-changing environment.
Ability to work flexible hours, including nights, weekends, and public holidays.