careerzynith is a borderless, smart‑money platform that empowers individuals and businesses to move fluidly between digital assets and fiat currencies. Our mission is to demystify crypto and make financial transactions as intuitive as sending a text message. By combining self‑custodial security, lightning‑fast processing, and a user‑centric design, careerzynith turns complex blockchain workflows into everyday experiences. As a rapidly scaling fintech pioneer, we are building a global community of crypto‑savvy users and newcomers alike, and we need passionate talent to help us deliver world‑class support.
Customer support at careerzynith is more than answering tickets; it is the frontline of our brand promise. The Customer Support QA & Chatbot Specialist will safeguard the quality of every interaction, ensure that our AI‑driven chatbot delivers accurate, helpful answers, and continuously refine the support ecosystem. This hybrid role blends hands‑on customer service with analytical QA rigor and chatbot stewardship, offering a unique opportunity to shape both human and automated experiences.
Deliver prompt, courteous, and solution‑focused assistance to customers across Zendesk, email, live chat, and Telegram, maintaining a first‑response time that meets or exceeds service‑level agreements.
Perform systematic quality‑assurance reviews of support tickets, live‑chat transcripts, and bot conversations, scoring each interaction against a detailed rubric and providing actionable feedback to agents.
Partner with product, engineering, and the chatbot development team to map out conversation flows, identify knowledge‑base gaps, and implement enhancements that improve bot accuracy and user satisfaction.
Document support processes, create SOPs, and maintain an up‑to‑date knowledge repository that serves both new hires and seasoned agents.
Analyze support metrics (CSAT, NPS, resolution time, escalation rate) and surface trends that inform product improvements, policy updates, and training initiatives.
Lead quarterly “Support Quality Workshops” where agents share best practices, role‑play challenging scenarios, and collectively raise the bar for service excellence.
Act as an advocate for the customer’s voice within cross‑functional meetings, ensuring that product decisions are grounded in real‑world usage data.
1–2 years of hands‑on experience in a customer‑support, help‑desk, or related role, preferably within fintech, SaaS, or e‑commerce environments.
Proficiency with Zendesk or comparable ticketing platforms (e.g., Freshdesk, Intercom) and familiarity with multi‑channel support tools.
Demonstrated experience conducting QA audits for customer‑service interactions, including the ability to develop scoring rubrics and deliver constructive feedback.
Working knowledge of chatbot technologies—understanding of intent mapping, entity extraction, and bot‑training workflows (e.g., Dialogflow, Rasa, or custom‑built solutions).
Exceptional written and verbal communication skills in English; the ability to convey complex concepts clearly and empathetically.
Strong analytical mindset with a keen eye for detail, capable of spotting inconsistencies, process gaps, and opportunities for automation.
Collaborative team player who thrives in fast‑paced, cross‑functional environments and embraces a problem‑solving attitude.
Experience in fintech, cryptocurrency, or digital‑payments sectors, providing context for the unique challenges of crypto‑based support.
Familiarity with data‑visualization tools (e.g., Tableau, Looker, Power BI) to create dashboards that track support performance over time.
Basic understanding of API integrations and how they affect support workflows, enabling smoother hand‑offs between bot and human agents.
Exposure to agile product development cycles, allowing you to sync QA findings with sprint planning and release cadences.
Certification in customer‑service excellence (e.g., HDI, ITIL) or QA methodologies (e.g., Six Sigma, ISO 9001) is a plus.
careerzynith invests heavily in employee development. As a Customer Support QA & Chatbot Specialist, you will have a clear pathway to senior roles such as Support Operations Manager, Customer Experience Lead, or Product Quality Analyst. We provide:
Our culture is built on transparency, curiosity, and a relentless focus on the user. We operate in a fully remote‑first model, giving you the flexibility to work from anywhere while staying connected through weekly video stand‑ups, virtual coffee chats, and quarterly in‑person retreats. careerzynith celebrates diversity, encourages continuous feedback, and rewards initiative. You’ll join a tight‑knit team that values:
careerzynith offers a competitive salary that reflects your experience and the market for high‑impact fintech talent. In addition to base pay, you will be eligible for:
If you are passionate about delivering exceptional customer experiences, love digging into data to improve service quality, and are excited about shaping the future of AI‑driven support in a fast‑growing fintech environment, we want to hear from you. Submit your resume, a brief cover letter highlighting a support QA project you’ve led, and any relevant chatbot work samples.
careerzynith welcomes candidates from all backgrounds. Even if you don’t meet every requirement, we encourage you to apply—your unique perspective could be exactly what we need to innovate.