Exchange Email Base Support Agent (Overnight Shift)

Insight Global is currently hiring Customer Support Analysts for our client in Tempe, AZ. Our client is a global crypto and Web3 platform. We are seeking a detailoriented, proactive Support Agent who excels in emailbased customer service and thrives in a fastpaced environment. This role focuses on highvolume ticket management, fraudrelated support, account safety, and issue resolution within the crypto exchange platform. The ideal candidate is highly organized, customerfirst, and capable of identifying risks, gathering case details, and escalating issues appropriately.


Core Support Operations:
- Manage approximately 40 email tickets per day
- Provide clear, timely, and accurate responses through Zendesk.
- Handle general inquiries related to the platform and user accounts.

Fraud, Safety, and Risk Support:
- Investigate account restrictions, fraud activity, and suspicious crypto transfers.
- Identify potential scams or compromised accounts (fraud expertise not required, but strong judgment is essential).
- Gather details to support fraud claims and escalation workflows.
- Monitor "urgent" or "account compromised" channels and freeze accounts when necessary to protect u .

Financial Operations
- Support FIATrelated issues including:
• Bank transfers
• Troubleshooting linked bank accounts
• Understanding deposit/withdrawal flows
- Provide foundational support for crypto transfers; crypto knowledge is a major plus.

Quality & Collaboration
- Participate in the QA program to maintain high service standards.
- Follow documented processes, SOPs, and playbooks; escalate complex issues to senior team members.
- Work crossfunctionally with Operations, Training, and Leadership to route cases and improve workflows.

This is a 6-month contract-to-hire position with an hourly rate of $30/hr depending upon qualifications and shift preference.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to View email address on click.appcast.io learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:


Required Skills & Experience
- 3-4 years of experience in customer support, operations, or a clientfacing environment (email and live chat support strongly preferred).
- Experience managing highvolume ticket queues.
- Experience using Zendesk or similar CRM platforms.


Nice to Have Skills & Experience
- Interest in cryptocurrency or blockchain


Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.