Custody Support Associate

We are looking for a Custody Support Associate on our Client Services team that has a passion to help our clients by providing exceptional support and service for our suite of bitcoin financial services. Because Unchained is dedicated to helping individuals and businesses hold their own bitcoin private keys, a lot of what we’re building and supporting is novel. Candidates with prior experience in bitcoin self-custody—especially multisig—are preferred, and basic bitcoin technical understanding is necessary.

The Custody Support Associate role is an integral part of our Client Services team and reports directly to the Vice President of Custody Support. In this role you will manage client support issues, triage requests across multiple channels including email, phone, and video calls, and directly assist with client onboarding through our Concierge onboarding service. This includes, but is not limited to, technical hardware wallet support, account support, and educating clients on the foundations of multisig as well as the overall Unchained product suite. You will work closely with our IRA, Trading, Operations, Lending, Sales, and Product teams by collaborating to continuously improve client support by optimizing our protocols, tooling, and support functions. Vertical growth opportunities within the company are numerous within this role as this role becomes familiar with the Unchained product base and associated bitcoin tooling, in short order. Growth opportunities include, but are not limited to, Client Relationship Manager (Sales), Platform Operations (Client Services).

WHAT YOU’LL DO:

• Confidently support client issues and questions across phone, chat, and email. Articulate client feedback into actionable recommendations for our Sales, Engineering, and Product teams.  
• Act as the first level response for all client service requests.  Have a thorough understanding of our policies and protocols to enable you to triage and/or escalate service tickets within adherence to organizational SLAs. 
• Support multiple projects varying in scale while still demonstrating excellent client support across all channels which will be measured by internal KPIs.
• Be an expert on our platform across internal support tools. Handle a wide range of issues that will require you to investigate and troubleshoot in real time. Examples include bitcoin deposits, pending transactions, and other various bitcoin specific issues related to client accounts. 
• Help shape and cultivate our team and company culture. Work closely with peers that share a passion for delivering the best client experience possible. Receive continuous education about Bitcoin through internal team activities, external events, and discussion.

WHO YOU ARE:

• You have excellent client service skills
• You have strong written and verbal English communication skills
• You have a strong desire to work at a bitcoin-focused, bitcoin-only company
• You have a strong understanding of bitcoin terminology, bitcoin private keys, and multisig as a security model
• You have 2+ years of previous experience in financial services or customer support
• You have computer literacy with the ability to learn and navigate new software
• You are security and privacy-minded
• You are able to make quick decisions autonomously and able to work independently
• You are agile and have a willingness to wear multiple hats
• You live in the United States

Even Better:

• You have excellent abilities in organization, coordination, and project management
• You are an Unchained client who understands why collaborative custody with Unchained will be the standard in bitcoin custody moving forward
• You have an intimate understanding of bitcoin wallets and multisig
• You have 2+ years experience using hardware wallets to manage bitcoin private keys
• You have the ability to distill complex processes down into easy-to-understand steps
• You have experience working across cross-functional teams and time zones
• You have a technical background
• You have experience working at a bitcoin firm

WHAT WE OFFER:

• Company paid medical, dental, and vision coverage
• 401k with employer match 
• Employee stock options
• Unlimited PTO
• Training & development opportunities
• Remote work flexibility