IT Support Specialist (Client Support) - Finance/Crypto Start-Up

Location: Fully Remote

Compensation: Competitive, DOE (Depending on Experience)

We are seeking a motivated and detail-oriented IT Support Specialist to provide technical support directly to our clients for a growing finance/crypto start-up. This is a client-facing support role focused on assisting users with access, authentication, website functionality, and general technical issues across our platforms.

The ideal candidate has 2+ years of experience in IT or technical support, is comfortable supporting external users in a fast-paced, fully remote environment, and brings a strong customer-service mindset. You will be a key touchpoint for our clients, helping ensure a smooth, secure, and positive experience with our products and services.

• Serve as first-level technical support for clients via chat, email, and video calls.
• Assist clients with account access issues, including password resets, login troubleshooting, and multi-factor authentication support.
• Troubleshoot and resolve client-facing issues related to websites, dashboards, and web-based applications.
• Support clients with browser, device, and basic connectivity issues impacting platform access.
• Manage and administer Front (shared inbox) or similar tools to handle inbound client support requests.
• Accurately document client issues, resolutions, and recurring problems in the internal knowledge base.
• Identify patterns in support requests and proactively suggest improvements to reduce friction for clients.
• Escalate complex technical issues to engineering, product, or senior technical staff as needed.
• Support client onboarding by guiding users through initial setup, access, and best practices.
• Assist with client offboarding or account changes as required.
• Ensure support interactions follow security, privacy, and compliance standards relevant to finance and crypto operations.
• Provide clear, patient guidance to clients with varying levels of technical expertise.

• 2+ years of experience in IT support, technical support, or helpdesk roles (client-facing experience strongly preferred).
• Strong troubleshooting skills related to user access, authentication, web applications, and general technical issues.
• Experience supporting customers in a SaaS, fintech, or crypto environment is a plus.
• Familiarity with ticketing and support systems (Front, Jira, Zendesk, Intercom, or similar).
• Working knowledge of cybersecurity best practices, especially around account access and user authentication.
• Excellent written and verbal communication skills with a calm, professional, and customer-first approach.
• Highly organized, able to manage multiple client requests and prioritize effectively.
• Self-starter who is adaptable and comfortable working independently in a fully remote setting.

• Competitive salary (DOE).
• Fully remote work environment with flexible scheduling.
• Opportunity to work in a rapidly scaling finance/crypto start-up.
• Career growth and professional development opportunities.
• Collaborative, innovative, and client-focused team culture.