About the company
Transak is a global leader in providing web3 onboarding solutions for developers, businesses, and consumers. Our mission is to drive the transition to a decentralised web by making it as seamless as possible for everyone to access and engage with blockchain technologies. Founded in 2019, Transak has grown rapidly and built a strong reputation in the industry by providing easy-to-integrate solutions that enable web3 developers to onboard users from fiat to crypto and vice versa. Our solutions now support onboarding from 150+ countries to 160+ cryptocurrencies across 75+ blockchains. Today, most leading web3 apps, including MetaMask, Coinbase Wallet, Splinterlands, and AAVE, rely on our platform. We are proud to be backed by some of the most prominent investors in the web3 space, including ConsenSys, Animoca Brands, CE Innovation Capital, UOB Venture Management, Woodstock Fund,SBI Ven Capital, and prominent angels like Sandeep Nailwal, Co-founder of Polygon, and Jan Hammer. Our partnerships extend to influential brands and platforms, further solidifying our position at the forefront of the blockchain industry. At Transak, we believe in a future where the power and potential of blockchain technology are fully realized, and we're looking for dedicated, innovative, and passionate individuals to join us on this exciting journey. If you're driven by the desire to shape the future of the digital world, we would love to hear from you.
Job Summary
About the role:
This is a full-time role of a Customer Support Associate/Sr. Associate. The role is the voice of our brand, helping users navigate the bridge between traditional finance and the decentralized web. This role is not just about answering tickets; the associate will solve complex payment failures, explain blockchain confirmations to beginners, and ensure that every user's journey into crypto is smooth and secure.
Responsibilities:
šManage high-volume inquiries via live chat, email, and social channels, maintaining a high CSAT (Customer Satisfaction Score). šIdentify and resolve issues related to payment gateways (Credit Cards, SEPA, UPI), KYC bottlenecks, and wallet integrations. šEducate users on blockchain basics, such as gas fees, network selection (e.g., ERC-20 vs. BEP-20), and transaction statuses. šAct as a bridge between the user and the Product/Engineering teams to report bugs or service outages. šIdentify potential social engineering or phishing attempts during user interactions and escalate to the Risk/AML team.
Requirements:
šBachelor's degree in any field (Commerce/Tech preferred). šExceptional written and verbal English skills; ability to simplify complex technical jargon. šA "user-first" mindset with the patience to handle high-pressure situations. šComfort working in rotational shifts (24/7 environment) to support our global user base. šStrong logical reasoning to diagnose why a transaction might be "stuck."
Nice-to-have: šWeb3 Native: Personal experience using crypto wallets (Metamask, Trust Wallet) and dApps. šFintech Background: Prior experience in a payment processor, neobank, or exchange. šTechnical Literacy: Familiarity with Zendesk & Intercom. Linear & Notion.
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