Customer Support Specialist

Customer Support Specialist

Employment type: Full-time / Company: Relay

Relay is a cross-chain payments protocol providing instant, low-cost cross-chain bridging, swaps, and transactions. The protocol serves over 5 million users with 59+ million transactions and $6+ billion in volume across 85+ chains.

Candidates must be based in North America or South America time zones equivalent to AST, EST/EST+1, MST, CST, or PST.

Responsibilities:

- Own front-line support during your time zone hours, providing overlap with the existing team (candidates may work a standard Mon–Fri schedule or a weekend Sat–Wed schedule)
- Triage and resolve customer tickets with clarity and care
- Investigate issues using Relay's backend logs, transaction records, and block explorers
- Escalate issues to engineering with sufficient context for fast resolution
- Turn recurring support issues into process improvements, documentation, and product feedback
- Contribute to automation, self-serve tooling, and long-term support projects

Requirements:

- 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/LLM tools
- Experience triaging competing priorities in real time
- Proven track record of turning recurring support issues into systems or process improvements

Nice to have:

- Familiarity with crypto/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

Stack:

backend logs, transaction records, block explorers, LLMs/AI tools, APIs

Benefits:

- Competitive base salary ($75k–95k/year listed)
- Equity package
- Comprehensive health benefits
- Unlimited PTO policy (encouraged minimum)
- Remote-first culture with emphasis on collaboration and flexibility

📩 Apply