Remote Customer Support Specialist

About us

Relay is a cross-chain payments protocol that provides instant, low-cost cross-chain bridging, swaps, and transactions. Were the fastest and cheapest way to bridge and transact across chains, serving over 5 million users who have completed 59+ million transactions with $6+ billion in volume across 85+ chains.
Our company mission is to make transacting across chains as fast, cheap, and reliable as online payments. We are building the core infrastructure to abstract chains from end user payments, enabling the next billion users to experience the benefits of blockchain without the UX burdens. We are bringing the Relay Network to market through our consumer app ( relay.link ) and major ecosystem partners, including Opensea, Alchemy, LiFi, Metamask, Coinbase, and more.

About the role

Relays integrator base has roughly doubled in the last six months, and were looking for a Customer Support Specialist to help triage tickets, investigate issues, answer questions, and turn everyday support work into better systems for our customers and our team.

What youll do

Own front-line support in specific time zone hours
Provide reliable overlap with our existing support lead for incoming customer issues during your time zone working hours:
US: anywhere from Hawaii to the East Coast)

All other locations: UTC through UTC +9

Respond to customer tickets with clarity and care, handling the ones you can resolve directly

Triage and debug customer issues
Investigate issues using Relays backend logs, transaction records, and block explorers

Build fluency with on-chain transaction flows for end users and integrators

Escalate the right issues to engineering with enough context for them to move quickly

Take on an increasing share of ticket volume and ownership so the teams capacity keeps pace with integrator growth

Translate support work into better systems
Turn recurring customer issues into process improvements, internal documentation, and feedback for product and engineering

Communicate technical context at the right level for customers and internal stakeholders

Contribute to long-term project work such as automation, documentation, and self-serve tooling in the developer portal

Build depth over time on Relays protocol, integrations, and customer base

About you

Youre a clear, calm communicator with customers and internal stakeholders

You have high agency: you take ownership, drive issues to resolution, and dont wait to be told what to do

Youre already using LLMs as part of your daily workflow and are quick to pick up new tools and technology

You can scale complex explanations to different audiences

You treat support work as a system: every ticket is a signal, not just something to close

Youre excited about blockchain and excited to go deep on the crypto side (block explorers, logs, on-chain flows)

You work well in a fast-moving startup environment and have contributed to shaping structure and processes

You have a keen eye for detail and notice the little things

Skills and abilities

Must-have
3+ years of customer or technical support experience in the tech industry

Excellent written and verbal communication skills

Strong computer and software tooling fluency, including everyday use of AI tools

Experience triaging competing priorities in real time

A track record of turning recurring support issues into systems or process improvements

Nice to have
Familiarity with crypto or blockchain concepts, block explorers, logs, or on-chain transaction flows

Experience supporting developers or API integrators

Prior support experience at an early-stage or fast-growing startup

Exposure to developer tooling, self-serve product work, or internal automation

What we offer

Competitive base salary

Equity package

Comprehensive health benefits

Unlimited PTO policy with encouraged minimum

Remote-first culture with emphasis on collaboration, communication, and flexibility