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 platform. You will be the primary point of contact for users, helping them navigate onboarding, KYC verification, payments and transaction issues while working fully remotely.

Key responsibilities

• Provide high‑quality support via tickets, live chat and email in English and French.
• Guide users through KYC, onboarding, payments, account issues and transaction queries.
• Maintain and improve the help‑desk software and knowledge‑base articles.
• Collaborate with product and engineering teams to identify recurring problems and drive root‑cause fixes.
• Work with an AI support bot to improve automated deflection and response accuracy.
• Ensure smooth shift handovers and cover emergency/standby items as needed.

Required profile

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

Required skills

• Hands‑on experience with help‑desk tools such as Zendesk, Freshdesk or Intercom.