Customer Support Specialist

Company Description

Hodler Group operates in the digital asset space, building and supporting platforms that make crypto trading accessible, secure, and user-friendly for a global audience. Compliance, security, and transparency sit at the centre of how we work. Our teams are technology-driven and value problem-solving, customer-centric thinking, and continuous improvement.

Role Description

The Customer Support Specialist is a full-time, hybrid role based in Athens, with the flexibility to work from home part of the time. This role handles incoming user inquiries via chat, email, and other channels, providing clear, timely assistance on account issues, trades, payments, and platform features. The specialist will troubleshoot technical and transactional problems, guide users through platform processes, and escalate complex issues to the appropriate internal teams. Daily tasks include documenting user interactions, monitoring support queues, contributing to help-center content, and sharing user feedback to improve products and services. The role requires consistent, professional communication and a strong focus on user satisfaction and safety in a crypto trading environment.

Key Responsibilities

- Communicate with users through email and live chat, offering clear and friendly assistance

- Handle user complaints with professionalism and escalate when necessary

- Monitor and engage on platforms such as Telegram, Discord, and Twitter, providing real-time support and flagging important conversations

- Track user feedback and sentiment across social media, forums, and review sites (e.g., Trustpilot, Reddit)

- Respond on review platforms where appropriate using company-provided guidelines, and report relevant insights to internal teams

- Escalate technical issues, suspicious activity, or repeated user concerns to relevant departments

- Keep up to date with platform features, announcements, updates, and promotions

- Help moderate community channels to maintain a positive and respectful user environment

- Maintain and update user support content such as FAQs and internal documentation

- Gather user feedback to help improve user experience and service offerings

Requirements

- Fluent in English – excellent verbal and written communication skills

- Strong interpersonal skills with a calm, patient, and solution-oriented mindset

- Comfortable managing multiple platforms and conversations simultaneously

- Well-organized, detail-oriented, and reliable under pressure

- Able to handle complaints and negative feedback professionally and empathetically

-Immediate availability preferred

Nice to Have

- Working knowledge and experience using Discord, Telegram, and Twitter

- Basic understanding of crypto, blockchain, and digital asset trading

- Prior experience in banking, EMI (Electronic Money Institutions), or fintech/payments environments

- Additional languages are a plus, but not required

What We Offer

• Competitive Salary: €18,000–€25,000 gross, based on experience and qualifications
• Generous Leave Policy: Extra annual leave to support a healthy work–life balance
• Flexible Work Setup: Hybrid role with flexible hours
• Thrilling Industry Exposure: Be part of the fast-growing cryptocurrency sector
• Top-Quality Equipment: Access to modern tools and technology