Customer Support Specialist

Launch Your Next Successful Chapter with Veta Virtual!

💸 Competitive Salary in USD | 🌍 100% Remote | 🪙 Fintech & Cryptocurrency Industry | 🤝 Customer & Technical Support Role

Veta Virtual is hiring a Customer Support Specialist for one of our high-growth clients in the Fintech and Cryptocurrency industry. This is a customer-first, communication-driven role built for someone who is friendly, professional, and genuinely energized by helping people navigate digital currency confidently — including some light technical troubleshooting along the way. If you are a natural communicator who thrives on the phone, stays organized under volume, and can explain both account issues and basic platform troubleshooting in simple terms, this role was made for you.

🔑 Your Role:

As a Customer Support Specialist, you will be the first voice and first response customers get when they reach out — helping users navigate the platform, resolve account and transaction questions, and troubleshoot basic technical issues with confidence. You will work closely with internal teams to escalate more complex technical matters while resolving everything else independently. Your day-to-day will involve:

• Answering incoming customer calls, emails, and chats in a professional, friendly, and helpful manner — serving as the first point of contact for users navigating the platform and their crypto transactions.
• Guiding customers through account setup, transactions, and platform features using approved scripts and internal resources — providing accurate, clear information with a natural, conversational tone.
• Troubleshooting basic technical issues — such as login problems, transaction errors, wallet connection issues, or app navigation questions — before escalating more complex platform issues to the technical team.
• Quickly locating customer accounts and case history within the CRM during live interactions — providing accurate, context-aware support without unnecessary delays.
• Helping customers understand exactly what is happening with their account or transaction and what their next steps are — ensuring every interaction ends with the customer feeling informed and confident.
• Monitoring and responding to customer support emails and chats throughout the day — answering inquiries promptly and routing complex technical requests to the appropriate team when needed.
• Accurately documenting every customer interaction in the CRM — adding detailed notes, updating records, tags, and statuses, and keeping all information organized and current.
• Escalating complex technical or account issues with clarity and precision — knowing when to resolve independently and when to hand off to engineering or a specialist team.

✅ What You'll Need:

• Excellent verbal and written English communication skills — confident, clear, and professional on every call, chat, and email.
• A friendly, patient, and genuinely customer-focused personality — you enjoy helping people and it comes through naturally in every interaction.
• Comfortable handling high volumes of incoming calls, chats, and emails daily — composed and consistent even during busy periods.
• Basic technical aptitude — comfortable troubleshooting simple platform, login, or transaction issues, and knowing when to escalate something more complex.
• Strong CRM proficiency or a demonstrated ability to learn new software platforms quickly.
• Ability to multitask between calls, chats, email support, and CRM documentation simultaneously without sacrificing accuracy or quality.
• Ability to follow approved scripts while maintaining a conversational, natural tone.
• Strong attention to detail and organizational discipline — every interaction is documented accurately.
• Strong problem-solving instincts — you recognize when a situation needs escalation and act on it quickly and clearly.
• Previous experience in customer service, technical support, call center, or virtual assistant roles is strongly preferred.
• Bonus: basic knowledge of cryptocurrency, blockchain, or digital wallets.
• Bonus: prior experience in a tech support or help desk environment.
• To be considered for this role, you must be currently based in Latin America (LATAM) or Europe.

💼 What We Offer:

• 💸 Competitive salary in USD — paid consistently every month, no matter where you are.
• 🌴 10 paid vacation days per year plus all U.S. federal holidays.
• 💻 100% remote — work from anywhere in LATAM or Europe with a professional home setup.
• 🪙 A fast-paced, high-growth environment at the forefront of global fintech and cryptocurrency — where your support directly shapes the customer experience.
• 🤝 A collaborative, supportive culture through Veta Virtual and our client — where your communication skills and problem-solving instincts are genuinely valued from day one.

Ready to Apply?

If you are ready to be the voice that helps customers navigate digital currency with confidence — combining warmth, professionalism, and a bit of technical troubleshooting — apply now and launch your next chapter with Veta Virtual. Once you apply, you will be invited to complete a short 2-minute video question as part of our screening process. We can't wait to meet you!