Bitcoin Customer Support Advocate

It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 50+ million monthly active customers. We want to redefine the world's relationship with money to make it more relatable, instantly available, and universally accessible.
Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We've been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.
The Role
Join our Bitcoin Customer Support team, where we provide stellar service for Bitcoin transactions, including on-chain and Lightning transactions. Our goal is to be the leading support resource for Bitcoin users at Cash.
We are looking for someone who understands Bitcoin and blockchain technology well, communicates effectively, and is passionate about helping customers with cryptocurrency. You will handle customer inquiries, resolve issues, and guide users on our products and services.
Our team assists customers through voice, messaging, and email, often using tools like blockchain.com or mempool.space to provide support.
You Will

• Offer excellent customer service through voice, messaging, and email.
• Help customers with Bitcoin transactions, wallet management, and account security.
• Solve customer issues related to our platform and services.
• Work with other departments to fix complex problems and enhance the customer experience.
• Identify urgent issues and escalate them as needed.
• Stay informed about the latest in Bitcoin and the cryptocurrency market.

You Have

• Minimum of 2 years of customer service experience, preferably in a fintech industry
• Excellent written and verbal communication skills in English
• Basic understanding of:
  • Bitcoin transactions and blockchain technology
  • Cryptocurrency security principles
  • Blockchain explorers and transaction tracking
• Passionate about delivering exceptional customer experiences
• Strong active listening skills to understand customer needs and concerns
• Ability type over 50 words per minute and the to multitask efficiently to manage multiple interactions
• Familiar with CRM and phone systems and practices
• Ability to explain complex ideas in a clear and simple manner
• Strong interpersonal skills
• Problem solver with a keen attention to detail
• Ability to work independently and as part of a team in a fast-paced environment

Even Better:

• Previous crypto/Bitcoin support experience
• Multiple language proficiency
• Experience with:
  • Blockchain explorers ( mempool.space , blockchain.com )
  • Hardware wallets (Ledger, Trezor)
  • Lightning Network tools
  • Crypto compliance/KYC
• Relevant certifications (cryptocurrency/blockchain)
• Active participation in Bitcoin/crypto communities

We're working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances. We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we're doing to build a workplace that is fair and square? Check out our I+D page .
While there is no specific deadline to apply for this role, U.S. roles are typically open for an average of 55 days before being filled by a successful candidate. Please refer to the date listed at the top of this job page for when this role was first posted.
Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate's starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.
To find a location's zone designation, please refer to this resource . If a location of interest is not listed, please speak with a recruiter for additional information.
Zone A:
$26.30 - $39.47 USD
Zone B:
$24.42 - $36.63 USD
Zone C:
$21.25 - $31.92 USD
Zone D:
$19.71 - $29.52 USD
Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering. Check out our other benefits at Block.
Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people. Square makes commerce and financial services accessible to sellers. Cash App is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time. TIDAL is a music platform that empowers artists to thrive as entrepreneurs. Bitkey is a simple self-custody wallet built for bitcoin. Proto is a suite of bitcoin mining products and services. Together, we're helping build a financial system that is open to everyone.