Role Purpose
The Customer Support Executive is the voice of AGCX for its global user base, handling account, trading, deposit and withdrawal queries across chat, email and ticketing channels, while ensuring every customer interaction reflects AGCX's compliance-driven, trust-first approach to digital asset trading.
The role requires sound judgement, clear communication and a genuine ability to solve customer problems, balanced with strict discipline around what falls outside its remit. The role has no authority over money movement, identity verification decisions or compliance matters; any issue touching custody, withdrawals, KYC or suspicious activity is escalated to Exchange Operations, the KYC Onboarding Analyst or Compliance/MLRO in accordance with internal procedures.
Key Responsibilities
Customer Query Handling
- Respond to customer queries across chat, email and ticketing channels within agreed first-response and resolution SLAs.
- Troubleshoot common account issues — login, verification status, deposit/withdrawal status and order/trade queries.
Escalation & Handoff
- Correctly identify and escalate KYC, AML, custody, security or trading-system issues to the relevant internal team rather than attempting to resolve them directly.
- Keep customers informed with clear, honest updates during incidents, delays or escalations.
Complaints Handling
- Log formal customer complaints accurately and route them to Compliance for registration and, where required, regulatory reporting.
- Follow AGCX's complaints-handling procedure end to end, ensuring internal timelines are met.
Knowledge & Process Improvement
- Maintain and contribute to an internal FAQ / knowledge base to reduce repeat queries.
- Capture recurring complaint or query themes and feed them into Product, Compliance and Operations.
Brand & Tone
- Uphold AGCX's tone of voice — professional, transparent and regulation-aware — in every customer interaction, including with frustrated or difficult customers.
Cross-functional Coordination
- Work closely with Exchange Operations on custody and withdrawal queries, the KYC Onboarding Analyst on verification-status queries, and Compliance on complaints and suspicious-activity flags.
Requirements
- Bachelor's degree preferred; equivalent relevant experience will also be considered.
- 1–3 years' experience in customer support, ideally within fintech, crypto or another regulated financial service.
- Excellent written and spoken English; comfortable handling difficult or frustrated customers professionally.
- Basic understanding of crypto trading concepts (deposits/withdrawals, spot trading, wallets) or willingness to learn quickly.
- Familiarity with helpdesk platforms such as Zendesk, Freshdesk or Intercom is preferred.
- Sound judgement to know what to escalate — and the discipline to escalate promptly rather than attempting to resolve outside protocol.
- Comfortable working in a regulated environment with strict adherence to SOPs.
- Willingness to work rotational shifts, including weekends and public holidays, to support a global, follow-the-sun customer base.
Success Measures (KPIs)
- Consistent achievement of first-response and resolution-time SLAs.
- Customer satisfaction score above the agreed target threshold.
- Zero cases of an escalation-worthy issue being handled outside protocol.
- Timely and accurate complaint logging and handover to Compliance.
- Measurable contribution to the knowledge base and reduction in repeat queries.
Pay: ₹10,000.00 - ₹40,000.00 per month
Application Question(s):
- How many years of experience do you have in customer support ?
- Have you worked for a fintech, cryptocurrency, banking, financial services, or technology company?
- Are you comfortable working in rotational shifts, including night shifts and weekends?
Work Location: Remote
