Customer Support Retention Specialist

Join or sign in to find your next job Join to apply for the Customer Support Retention Specialist role at Bitunix Job Summary: We are seeking a highly motivated Customer Support Retention Specialist to join our support team. In this role, you will be responsible for delivering high-quality support while focusing on user retention, churn prevention, and long-term customer satisfaction. You will work closely with customers to resolve issues, educate them on our platform and services, and provide proactive engagement to maximize their success. Key Responsibilities: Engage with at-risk users to understand concerns, resolve issues, and retain them on the platform Deliver excellent support across email, chat, and phone channels Troubleshoot and resolve user issues related to accounts, transactions, and wallet access Educate users on crypto fundamentals, platform features, and safe practices Identify upsell and cross-sell opportunities that align with user needs Analyze user behavior and feedback to flag churn risks and improve retention strategies Support KYC/AML onboarding processes in collaboration with compliance teams Work with product, marketing, and development teams to improve user experience Handle sensitive cases with professionalism, especially during market or platform volatility Maintain accurate records of customer interactions in CRM and support systems Minimum Requirements: 1-2 years of experience in customer support, ideally in fintech, crypto, or Saa S Strong communication and interpersonal skills Customer-first mindset with a focus on proactive problem-solving Ability to understand and explain blockchain/crypto concepts in simple terms Familiarity with customer support tools (e.g., Zendesk, Intercom, Salesforce) Comfortable working in a fast-paced, remote-friendly environment Knowledge of crypto wallets, exchanges, De Fi, or trading platforms is a strong plus Multilingual capabilities are a plus Why Work for Us: At Bitunix, we value our employees and strive to create a positive and inclusive work environment. We offer competitive salaries and benefits, opportunities for career growth and development, and a dynamic and innovative culture. By joining our team, you will have the opportunity to be a part of a rapidly growing company in the exciting and ever-evolving world of digital assets. If you are a highly motivated and experienced Customer Support Representative, we would love to hear from you. Apply now and become a part of our dynamic and innovative team! Seniority level Associate Employment type Full-time Job function Other #J-18808-Ljbffr