Customer Support Specialist (APAC)

Описание

Relay is a cross-chain payments protocol providing instant, low-cost bridging, swaps, and transactions; it serves millions of users and processes billions in volume across many chains. The company's mission is to make transacting across chains as fast, cheap, and reliable as online payments. Applicants must be in UTC+5 through UTC+9:30 timezones in APAC (role includes weekend coverage on a Saturday-to-Wednesday schedule).

Responsibilities

• Own front-line support during your timezone hours, providing reliable overlap with the existing team (Saturday–Wednesday schedule).
• Respond to and resolve customer tickets with clarity and care.
• Investigate issues using Relay's backend logs, transaction records, and block explorers.
• Build fluency with on-chain transaction flows and escalate issues to engineering with sufficient context.
• Turn recurring customer issues into process improvements and internal documentation.
• Contribute to automation, developer portal self-serve tooling, and long-term support projects.

Requirements

• 3+ years of customer or technical support experience in the tech industry.
• Excellent written and verbal communication skills.
• Strong computer and software tooling fluency, including everyday use of AI tools.
• Experience triaging competing priorities in real time.
• Proven track record of turning recurring support issues into systems or process improvements.

Nice to have

• Familiarity with crypto, block explorers, logs, or on-chain transaction flows.
• Experience supporting developers or API integrators.
• Prior support experience at early-stage or fast-growing startups.
• Exposure to developer tooling, self-serve product work, or internal automation.

We offer

• Competitive base salary ($75k–95k/year).
• Equity package.
• Comprehensive health benefits.
• Unlimited PTO policy with encouraged minimum.
• Remote-first culture with emphasis on collaboration, communication, and flexibility.