About us
Relay is a leading cross-chain protocol enabling instant swaps, bridges, and NFT transactions across dozens of blockchains. Our mission is to make Web3 seamless, fast, and secure for everyone.
We’re looking for a Customer Support Agent to join our global team as the front line of support for our users. This role is based in EU time zones (UTC 0-3) and is structured to complement our existing support staff in the Americas and Asia, ensuring 24/7 coverage.
This is a fully remote role with a flexible time off policy. You’ll receive extensive training on Relay-specific workflows, but you should already have a basic familiarity with Web3 and DeFi concepts such as wallets, chains, and block explorers.
Schedule: Full-time, Tuesday through Saturday, approximately 9am-5pm or 10am-6pm local time (flexible depending on location).
What you’ll do
- Act as the first point of contact for users needing help with Relay, including cross-chain swaps, bridges, and general questions about Relay.
- Troubleshoot issues on our front-end app at relay.link, guiding users through step-by-step solutions with empathy and clarity.
- Investigate transaction issues (wallet addresses, hashes, explorers) and determine next steps.
- Create clear escalation reports for our support engineering team in Linear.
- Work with Intercom, Slack, and block explorers daily to triage and resolve cases.
- Help improve our AI support bot by refining answers and identifying gaps.
- Write and update internal and external documentation, FAQs, and guides for common issues.
- Communicate with empathy and professionalism - users often have real funds at stake, so accuracy and reassurance are essential.
What we’re looking for
- Experience in customer support, ideally at a Web3, crypto, or fintech company.
- Strong written and verbal English skills (native fluency not required, but must be confident and clear with both customers and teammates).
- Familiarity with Web3/DeFi fundamentals and comfort using wallets, explorers, and basic transaction debugging.
- Knowledge of EVM chains is required; some familiarity with Solana and Bitcoin is a plus.
- Ability to work independently, stay calm under pressure, and resolve time-sensitive support cases.
- Excited about working Tuesday-Saturday to provide critical global coverage.
Why join Relay
- Fully remote with flexible time off policy.
- Comprehensive training on Relay-specific workflows, with support from experienced teammates.
- Directly protect user trust by supporting a protocol moving millions across chains daily.
- Growth opportunities into larger roles within the organization
- Market-competitive compensation with performance-based growth opportunities.
- Work alongside a globally distributed team building cutting-edge cross-chain technology, tackling challenges like chain abstraction, instant bridging, and novel liquidity mechanics.