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Relay is a cross-chain payments protocol providing instant, low-cost cross-chain 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.
In this Customer Support Specialist role, you will own front-line support during specific time zone hours (AST, EST, EST+1, MST, CST, or PST), providing reliable overlap with the existing support team. You can work a standard Monday-Friday schedule or a weekend Saturday-Wednesday schedule.
Key responsibilities include:
- Triaging and debugging customer issues by responding to tickets with clarity and care
- Investigating issues using Relay's backend logs, transaction records, and block explorers
- Building fluency with on-chain transaction flows for end users and integrators
- Escalating issues to engineering with sufficient context for rapid resolution
- Taking on increasing ticket volume and ownership as the integrator base grows
- Translating recurring support issues into process improvements, internal documentation, and product feedback
- Communicating technical context appropriately for different audiences
- Contributing to long-term projects such as automation, documentation, and self-serve developer portal tooling
- Building deep knowledge of Relay's protocol, integrations, and customer base
You are a clear, calm communicator with high agency who takes ownership and drives issues to resolution. You already use LLMs in your daily workflow and quickly adopt new tools. You treat support work as a system—every ticket is a signal. You're excited about blockchain and willing to go deep on crypto concepts. 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
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
