Customer Support for Card Services - Crypto Focus
About the role
About Us
We are reinventing consumer credit. We wildly reduce the cost of capital by using technology to easily tap into people’s assets. Our first product was the world's cheapest credit card – backed by home equity. We are now expanding our reach with our patented technologies to offer the world's first credit card backed by Bitcoin collateral, providing credit in minutes with no income check required.
Who are we?
We are a well-capitalized (over $250MM in equity funding) team of technology (Square, Microsoft, Facebook) and finance (Discover, CapitalOne, Goldman Sachs) executives with top-tier investors – Founders Fund, Khosla Ventures, Max Levchin, NYCA, Sequoia, SciFi VC, Caffeinated Capital, etc.
Responsibilities
Responding to customer queries in a timely & effective manner via ZenDesk or other customer support tools.
Educating cardholders on Aven's Bitcoin-backed card features, including LTV (Loan-to-Value) monitoring and collateral management.
Documenting & logging issues (as well as customer compliments & complaints).
Working with customers to help them go through our application flow, including the Bitcoin deposit and vaulting process.
Tracking customer experiences across online & offline channels using logs, dashboards, and CRM systems.
Communicating critical account updates to users, such as Margin Call alerts or Liquidation warnings, with empathy and technical clarity.
Qualifications
At least 2 years of experience in a US-based financial services account, specifically handling credit card services or loan processing.
Minimum of 1 year of professional experience in a cryptocurrency-related role (Support, Operations, or Compliance) is required.
Strong fundamental understanding of Bitcoin, digital asset custody (e.g., BitGo), and the mechanics of asset-backed lending.
Ability to explain complex concepts such as "Superposition," "Margin Calls," and "LTV Ratios" to a non-technical audience.
Superb communication, collaboration, and problem-solving skills.
Proficiency, speed, and accuracy in written communication.
Fluency, clarity, and good diction in English.
Great organizational skills & time management abilities.
Experience using customer communication tools (ZenDesk), Google Drive, and internal CRM systems.
Detail-Oriented - accuracy is critical when dealing with volatile digital assets and financial transactions.
Bachelor's Degree or comparable work experience in financial services.
Flexibility to work US Pacific time (10 AM to 7 PM).