Email and Chat Support Agent

Customer Support Analyst (Contract-to-Hire)

Insight Global is currently hiring Customer Support Analysts for our client in Tempe, AZ. This is a 6-month contract-to-hire role.

We are seeking a detail-oriented, proactive Support Agent who excels in email-based customer service and thrives in a fast-paced environment. This role focuses on high-volume ticket management, fraud-related support, account safety, and issue resolution within the crypto exchange platform. The ideal candidate is highly organized, customer-first, and capable of identifying risks, gathering case details, and escalating issues appropriately.

Core Support Operations

• Manage approximately 40 email tickets per day.
• Provide clear, timely, and accurate responses through Zendesk.
• Handle general inquiries related to the platform and user accounts.

Fraud, Safety, and Risk Support

• Investigate account restrictions, fraud activity, and suspicious crypto transfers.
• Identify potential scams or compromised accounts (fraud expertise not required, but strong judgment is essential).
• Gather details to support fraud claims and escalation workflows.
• Monitor “urgent” or “account compromised” channels and freeze accounts when necessary to protect users.

Financial Operations

• Support FIAT-related issues including:
  • Bank transfers
  • Troubleshooting linked bank accounts
  • Understanding deposit/withdrawal flows
• Provide foundational support for crypto transfers; crypto knowledge is a major plus.

Quality & Collaboration

• Participate in the QA program to maintain high service standards.
• Follow documented processes, SOPs, and playbooks; escalate complex issues to senior team members.
• Work cross-functionally with Operations, Training, and Leadership to route cases and improve workflows.

REQUIRED SKILLS AND EXPERIENCE

• 3–4 years of experience in customer support, operations, or a client-facing environment (email and live chat support strongly preferred).
• Experience managing high-volume ticket queues.
• Experience using Zendesk or similar CRM platforms.
• Comfortable working weekends.

NICE TO HAVE SKILLS AND EXPERIENCE

• Interest in cryptocurrency or blockchain.

Pay Rates

1. 1st shift: $27/hr
2. 2nd shift: $28/hr
3. 3rd shift: $30/hr

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