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Relay is a cross-chain payments protocol providing instant, low-cost bridging, swaps, and transactions across 85+ chains. The company serves over 5 million users who have completed 59+ million transactions with $6+ billion in volume. The mission is to make transacting across chains as fast, cheap, and reliable as online payments, abstracting blockchain complexity from end users.
This Customer Support Specialist role focuses on front-line support for the APAC region (UTC+5 through UTC+9:30 timezones, covering East Asia, South Asia, Southeast Asia, and Oceania). The position operates on a Saturday-to-Wednesday schedule to provide reliable overlap with the existing support team during APAC working hours.
Key responsibilities include: triaging and debugging customer issues using Relay's backend logs, transaction records, and block explorers; responding to customer tickets with clarity and care, resolving issues directly when possible; building fluency with on-chain transaction flows for both end users and integrators; escalating issues to engineering with sufficient context; and taking on increasing ticket volume ownership as the integrator base grows. Beyond reactive support, you'll translate recurring customer issues into process improvements, internal documentation, and product feedback. You'll contribute to long-term projects such as automation, documentation, and self-serve tooling in the developer portal, building deep knowledge of Relay's protocol, integrations, and customer base over time.
The ideal candidate is a clear, calm communicator with high agency who takes ownership and drives issues to resolution. You should already use LLMs as part of your daily workflow and be quick to adopt new tools. You treat support work as a system—every ticket is a signal, not just something to close. You're excited about blockchain and willing to go deep on crypto concepts, block explorers, logs, and on-chain flows. You work well in fast-moving startup environments and have contributed to shaping structure and processes.
REQUIREMENTS:
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
- Track record of turning recurring support issues into systems or process improvements
- Willingness and ability to work full-time in UTC+5 through UTC+9:30 timezones (Saturday-Wednesday schedule)
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
