Who We Are:

At Nestcoin, we are building a modern banking app specifically for creators, builders, and innovators. If you're someone who creates or builds, you know that your income comes from various sources, but the financial tools available often aren't designed with you in mind and don't cater to your needs. Managing payments, converting currencies, and transferring money globally can be unnecessarily complex. That's why we built Onboard, a financial platform tailored for individuals like you.

Onboard is a modern banking app built exclusively for those who create, build, and innovate. We offer multi-currency accounts, cards, stablecoins, crypto, and soon, credit—so you can get paid, spend, save, invest, and send globally without juggling multiple apps. We want to become the No. 1. financial partner for the next generation of creative entrepreneurs globally.

The Team: Where Values Shape Success

Everyone at Nestcoin is a high-functioning, high-energy, high-ownership, and proficient individual who does not require handholding or to be nudged to create the best work they can.

Our team moves fast but never loses sight of quality. We’re all about:

• Speed With Purpose: Move quickly, but never at the expense of a stellar experience.
• Team-First Mindset: Celebrate wins, share insights, and tackle challenges together.
• Ownership Mentality: See a problem? Own the solution and document your wins (and learnings).

The role:

We’re looking for a Customer Success Associate to support the growing community of users on Onboard, our modern banking app built specifically for creators, freelancers, and digital entrepreneurs.

As a key member of the Customer Experience team, you will be the first line of contact for our users, ensuring they receive prompt, clear, and helpful assistance across live chat and email. You will play a vital role in maintaining high satisfaction levels by resolving enquiries efficiently, troubleshooting issues, and guiding users through our product and processes.

This role requires someone with a strong commitment to delivering excellent customer service, a high level of attention to detail, and a willingness to learn about financial technology, including crypto and stablecoin products. While prior experience in fintech or crypto is a plus, a proactive attitude and eagerness to grow in a fast-paced environment are key.

What you will do:

• Provide timely and accurate support to customers via email and live chat.
• Assist users with account verification (KYC), deposits, withdrawals, trading issues, virtual account creation issues, card issues and security concerns.
• Educate customers on how to use the exchange, blockchain transactions, accounts and card management.
• Investigate and resolve transaction discrepancies, login issues, and platform errors.
• Escalate complex technical or security-related issues to the relevant teams.
• Maintain detailed records of customer interactions and resolutions.
• Stay updated on crypto trends, exchange policies, and regulatory changes.
• Collaborate with product and engineering teams to ensure secure transactions.
• Gather customer feedback to improve service quality.

Who You Are:

• Problem Solver: Proven ability to identify, analyse, and solve ambiguous problems independently with an extreme attention to detail.
• Excellent Communicator: Must possess strong written and oral communication skills, and a practical, common-sense approach to getting things done.
• Excellent Organisational Skills: Must possess the ability to stay focused on multiple tasks, using time, mental capacity, etc., effectively and efficiently to achieve desired outcomes.
• Awesome Personality: Operates as a team player, likes to have fun at work, and has a positive attitude.
• Ability and willingness to learn about new concepts such as digital assets, crypto and blockchain
• Ability to handle stressful situations and quickly adapt

You’d be a good fit if you have:

• 2-4 years of customer service experience.
• Experience interacting with users via multiple CRM channels.

You are an even better fit if you have:

• Familiarity with cryptocurrency, virtual cards, and accounts.
• Passionate about customer obsession and delighting users
• Willing to work in different shifts, including the late shift.

Why Join Us?

• Be part of a vibrant remote team from various parts of the world
• Fast-moving, challenging and unique business problems
• International work environment and flat organisation
• Great career development opportunities in a growing company
• Competitive salary and equity options
• Health insurance with Gym and Spa Access
• Remote-friendly with flexible working hours