Customer Support Agent

EMCD is a global Web3 ecosystem operating since 2017. We are a leading mining pool in Eastern Europe and a Top-10 Bitcoin mining pool worldwide. Our ecosystem includes Pool, Wallet, Coinhold, Exchange, P2P, and other rapidly growing products.

We are looking for a Customer Support Agent who will become a key point of contact for users of our P2P product and future Indesq BU solutions, ensuring fast, high-quality, and empathetic support in a dynamic crypto environment.

Key Responsibilities:

• Provide customer support, guidance, and консультации related to the P2P product and future products within the Indesq business unit.
• Assist users in resolving P2P disputes and appeals in a timely and efficient manner.
• Handle first-line support requests, ensuring fast and accurate responses.
• Identify, log, and track bugs reported by users; maintain communication with users throughout resolution.
• Collect, structure, and share user feedback with internal teams.
• Participate in weekly support team meetings.
• Communicate with users in a clear, friendly, and professional manner, following internal guidelines.
• Support users not only with EMCD-related issues but also broader challenges, demonstrating empathy and ownership.

Requirements:

Must-have:

• Experience in first-line customer support.
• Russian, English - Upper-Intermediate (B2) or higher
• Availability to work early shifts (between 05:00 and 20:00 GMT+3) or night shifts (between 23:00 and 08:00 GMT+3).

Nice-to-have:

• Experience in crypto (wallets, exchanges, mining pools, blockchain platforms).
• Understanding of basic crypto principles and decentralized ecosystems.
• Experience handling P2P disputes.

Challenges:

• Responding to user queries with a first response time under 2 minutes.
• Handling P2P disputes within 15 minutes.
• Understanding user problems quickly and resolving them effectively.
• Onboarding and educating new users in a clear and simple way.
• Explaining complex technical topics in an accessible manner.
• Supporting users during product or system instability.
• Managing communication with frustrated or dissatisfied users professionally.
• Handling 15–25 support tickets + ~20 disputes per shift.

Personal Qualities:

• Strong self-organization and discipline.
• Proactivity and ownership mindset.
• Empathy and friendliness in communication.
• Stress resistance and emotional stability.
• Flexibility and adaptability.
• Ambition and desire to grow.
• Awareness and responsibility for results.

What we offer:

• Fully remote work from anywhere in the world.
• 100% paid vacation and sick leave.
• Access to corporate products with internal pricing.
• Opportunity to grow within a global crypto ecosystem.
• Work in a high-load environment with real users and real impact.
• Professional development and deep exposure to Web3 products.

If you're ready to lead and scale an innovative business in a high-growth market, apply today (send your CV with a cover letter)!