Digital Assets Customer Support Specialist

Digital Assets Customer Support Specialist

The world of payment processing is rapidly evolving, and businesses are looking for loyal and strategic partners, to help them grow.

Meet Nuvei, the Canadian fintech company accelerating the business of clients around the world. Nuvei's modular, flexible and scalable technology allows leading companies to accept next-gen payments, offer all payout options and benefit from card issuing, banking, risk and fraud management services. Connecting businesses to their customers in more than 200 markets, with local acquiring in 50 markets, 150 currencies and 700 alternative payment methods, Nuvei provides the technology and insights for customers and partners to succeed locally and globally with one integration.

At Nuvei, we live our core values, and we thrive on solving complex problems. We're dedicated to continually improving our product and providing relentless customer service. We are always looking for exceptional talent to join us on the journey!

Your Mission

We are looking for a Digital Assets Customer Support Specialist to join our fast-growing Enterprise Support team. Reporting to the Digital Assets Support Manager, you will be the first point of contact for end-users and partners, helping them navigate the world of digital payments. You'll be answering a wide range of queries, providing information about transactions, resolving technical issues, and escalating cases to other departments when needed.

This role is all about making crypto-related customer support simple, clear, and reliable. You'll play a key part in ensuring our users have a smooth experience when buying, selling, or paying with digital assets - while also contributing to team success and continuous improvement.

Key Responsibilities

• Assist customers around the world via email and chat in English (no phone support), helping them with buying, selling, and making payments using digital assets like cryptocurrency, ensuring a smooth and secure experience.
• Identify and escalate more complex cases to the appropriate internal teams, ensuring timely and effective resolution.
• Use various online tools and systems to provide accurate information and follow established procedures.
• Collaborate with teammates by sharing feedback and ideas to maintain a supportive and positive work environment.
• Take part in team meetings, company events, and internal projects to stay connected and contribute to shared goals.
• Handle additional tasks that support customer satisfaction and help the team succeed.
• Deliver excellent customer service with empathy, professionalism, and a solid understanding of the digital assets space.