Customer Support Representative

About Us Cobo is a trusted leader in digital asset custody and wallet infrastructure solutions. Founded in 2017 by blockchain pioneers, Cobo is trusted by more than 500 organizations worldwide, safeguarding billions of dollars in assets with a zero-incident security track record. Today, Cobo provides the industry’s only unified digital asset wallet platform that integrates all 4 wallet technologies in one place – Custodial Wallets, MPC Wallets, Smart Contract Wallets, and Exchange Wallets. By combining a comprehensive suite of wallet solutions with advanced risk controls and developer tools, Cobo empowers organizations and developers to innovate and scale with ease. Visit www.cobo.com for more information. Role Responsibilities: Provide timely, professional support to global customers via email, ticketing systems, live chat, and other communication channels. Understand customer inquiries, troubleshoot product and technical issues, and provide effective solutions or coordinate with internal teams for resolution. Collaborate closely with Engineering, Product, Operations, and other cross-functional teams to investigate and resolve customer issues. Guide customers in using Cobo's products and APIs, helping them understand product features and technical capabilities. Maintain accurate support records, document troubleshooting processes, and contribute to the continuous improvement of internal knowledge bases and customer-facing documentation. Gather customer feedback and identify product improvement opportunities, partnering with Product teams to enhance user experience. Ensure customer issues are tracked through to resolution while maintaining high service quality and response standards. Role Requirements: Bachelor's degree in Computer Science, Information Technology, Finance, or a related discipline is preferred. At least 1 to 3 years of experience in Customer Support, Customer Success, Technical Support, or a related client-facing role. Experience in SaaS, FinTech, Payments, Digital Assets, or Blockchain is highly preferred. Strong customer service mindset with excellent communication and interpersonal skills. Basic technical knowledge, including familiarity with REST APIs, HTTP, API documentation, parameters, and error codes, with the ability to perform first-level troubleshooting. Strong analytical and problem-solving skills, with the ability to prioritize and drive issues to resolution. Strong written English is required to support global customers and collaborate with international teams. Spoken English proficiency is an advantage. Willingness to work on a shift rotation schedule. Nice to Have: Familiarity with API testing tools such as Postman and JSON. Experience with ticketing platforms such as Zendesk, Intercom, Freshdesk, Jira, or Salesforce. Basic understanding of blockchain concepts, including wallets, transactions, gas fees, smart contracts, and RPC.