French‑Speaking Customer Support Specialist – Blockchain & Finance

About the role

We are looking for a French‑speaking Customer Support Specialist to join a fast‑growing blockchain‑based neo‑banking app. The role is fully remote and involves providing high‑quality assistance to users across multiple time zones, helping them with onboarding, KYC, payments, and transaction queries.

Key responsibilities

• Respond to user inquiries via tickets, live chat and email, ensuring timely and accurate resolutions.
• Guide users through KYC verification, onboarding, account issues, payments and transaction disputes.
• Maintain and improve the support knowledge base and help‑center articles in French.
• Collaborate with product and engineering teams to identify recurring issues and drive root‑cause fixes.
• Work with the AI support bot to enhance automated deflection and response accuracy.
• Ensure smooth shift handovers and provide emergency standby coverage when required.

Required profile

• Professional working proficiency in English and full professional proficiency in French (written and verbal).
• Previous customer support experience in fintech, crypto, payments or banking.
• Strong attention to detail and excellent written communication skills.
• Availability for shift work, including evenings or weekends, to cover multiple time zones.

Required skills

• Hands‑on experience with help‑desk tools such as Zendesk, Freshdesk or Intercom.
• Familiarity with compliance procedures (KYC/AML) and regulatory requirements.
• Basic understanding of crypto wallets, blockchain transactions and Web3 applications.