Customer Support Representative

About Cobo

Cobo is an established leader in digital asset custody and wallet infrastructure solutions, launched in 2017 by pioneering figures in blockchain technology. The company is trusted worldwide by over 500 organizations, protecting billions in assets with an impeccable security record. Cobo’s platform uniquely combines all four wallet technologies—Custodial, MPC, Smart Contract, and Exchange Wallets—into a single unified digital asset wallet solution. Through a blend of wallet solutions, advanced risk management controls, and developer tools, Cobo enables clients and developers to innovate and scale efficiently.

Key Responsibilities

• Deliver prompt and professional customer support via email, ticketing tools, live chat, and other communication channels covering a global user base.
• Analyze customer queries, diagnose product or technical problems, and provide effective resolutions or liaise with internal departments to solve issues.
• Work collaboratively with Engineering, Product, Operations, and other teams to thoroughly investigate and resolve client concerns.
• Assist customers in utilizing Cobo’s products and APIs by explaining features and technical aspects.
• Keep accurate records of support activities, document problem-solving procedures, and help enhance internal knowledge bases and customer documentation.
• Collect feedback from customers and identify opportunities for product improvements in partnership with Product teams to improve user satisfaction.
• Track customer cases diligently to ensure issues are resolved in line with quality and response benchmarks.

Requirements

• Bachelor’s degree in disciplines such as Computer Science, IT, Finance, or related fields is preferred.
• One to three years of experience in customer support, success, technical support, or similar client-facing positions.
• Preferred experience in SaaS, FinTech, Payments, Digital Assets, or Blockchain sectors.
• Strong customer service orientation with excellent communication and interpersonal skills.
• Fundamental technical understanding, including knowledge of REST APIs, HTTP protocols, API documentation, parameters, and error codes, capable of basic troubleshooting.
• Good analytical and problem-solving capabilities, with a proven ability to prioritize and manage issue resolution effectively.
• Proficient written English required for global customer and team communication; spoken English skills are advantageous.
• Availability to work shifts on a rotational schedule.

Desirable Skills

• Experience with API testing tools like Postman and JSON.
• Familiarity with ticketing software such as Zendesk, Intercom, Freshdesk, Jira, or Salesforce.
• Basic knowledge of blockchain concepts like wallets, transactions, gas fees, smart contracts, and RPC.