Join our team as a Customer Support specialist, focusing on critical aspects of customer onboarding and transaction management. This role is ideal for experienced professionals seeking to leverage their expertise in the dynamic FinTech and cryptocurrency space. You will be instrumental in ensuring a seamless experience for our users, handling a variety of inquiries and issues with professionalism and efficiency.

This permanent position, part of the Business Analysis community at Capgemini, offers a platform to grow within a leading brand. We are committed to providing a supportive environment where your contributions directly impact customer satisfaction and operational excellence.

Your key responsibilities will include managing customer onboarding, account verification, and KYC processes. You will investigate onboarding delays and verification failures, escalating complex cases as needed. Handling customer inquiries, disputes, and complaints related to stablecoin transactions, including deposits, withdrawals, and transfers, is central to this role.

Investigate and resolve issues with payment transactions, meticulously reviewing records to identify root causes. You will coordinate with various internal teams such as Payments, Engineering, Finance, Operations, Compliance, and Risk to ensure timely case resolution. Maintain accurate case records and communicate effectively about blockchain-related issues through voice, email, and chat.

We are seeking candidates with prior experience in customer support or operations within the Payments, FinTech, Banking, Cryptocurrency, Digital Assets, or Financial Services sectors. A strong grasp of payment processing, transaction lifecycles, and dispute resolution is essential.

Familiarity with stablecoins, crypto wallets, blockchain transactions, and KYC/AML procedures is required. Excellent communication, analytical, problem-solving, and stakeholder management skills are crucial for success in this role. The ability to collaborate effectively with cross-functional teams is highly valued.