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)!