Note: The job is a remote job and is open to candidates in USA. Relay is a cross-chain payments protocol providing bridging, swaps, and transactions across blockchain networks. The Customer Support Specialist will own front-line support, triage and investigate customer issues, respond to tickets, escalate technical problems, and turn recurring support needs into documentation, process improvements, automation, and self-service tooling.
Responsibilities
- Provide reliable overlap with our existing support team for incoming customer issues during your time zone working hours. Right now we focusing on specialists who are in **US East Coast time zone (EST / EDT)** and **within UTC (GMT) and UTC +1 time zones.** (If you do not live within these time zones you are welcome to apply, but please note that you must be willing and able to work full-time in either of these.)
- **This role includes weekend coverage and will be a Saturday to Wednesday schedule.**
- Respond to customer tickets with clarity and care, handling the ones you can resolve directly
- Investigate issues using Relay's backend logs, transaction records, and block explorers
- Build fluency with on-chain transaction flows for end users and integrators
- Escalate the right issues to engineering with enough context for them to move quickly
- Take on an increasing share of ticket volume and ownership so the team's capacity keeps pace with integrator growth
- Turn recurring customer issues into process improvements, internal documentation, and feedback for product and engineering
- Communicate technical context at the right level for customers and internal stakeholders
- Contribute to long-term project work such as automation, documentation, and self-serve tooling in the developer portal
- Build depth over time on Relay's protocol, integrations, and customer base
Skills
- * 3+ years of customer or technical support experience in the tech industry
- * Excellent written and verbal communication skills
- * Strong computer and software tooling fluency, including everyday use of AI tools
- * Experience triaging competing priorities in real time
- * A track record of turning recurring support issues into systems or process improvements
- * Familiarity with crypto or blockchain concepts, block explorers, logs, or on-chain transaction flows
- * Experience supporting developers or API integrators
- * Prior support experience at an early-stage or fast-growing startup
- * Exposure to developer tooling, self-serve product work, or internal automation
Benefits
- Equity package
- Comprehensive health benefits
- Unlimited PTO policy with encouraged minimum
- Remote-first culture with emphasis on collaboration, communication, and flexibility
Company Overview