Custody Support Associate

As a Custody Support Associate at Unchained, you will be responsible for managing client support issues, triaging requests through email, phone, and video calls, and assisting with client onboarding. Your role will include providing technical support for hardware wallets, handling account-related queries, and educating clients about multisig and the Unchained product suite.

To qualify for the Custody Support Associate position at Unchained, you should have at least 2 years of experience in financial services or customer support, possess a strong understanding of bitcoin terminology and concepts, especially multisig, and demonstrate excellent written and verbal communication skills. Additionally, familiarity with hardware wallets and a security-minded approach are essential.

A Custody Support Associate contributes to client satisfaction by providing exceptional support via various channels, understanding and articulating client feedback, and ensuring effective communication regarding our services. By addressing and resolving client issues promptly while educating them on best practices in bitcoin custody, you enhance their overall experience with Unchained.

At Unchained, Custody Support Associates have numerous growth opportunities. With a solid understanding of our bitcoin product suite, you can transition into roles such as Client Relationship Manager or in Platform Operations. The potential for vertical growth is significant as you develop your expertise within the organization.

Success as a Custody Support Associate at Unchained requires excellent client service skills, strong communication abilities, quick decision-making, and a drive to work in a bitcoin-focused environment. Organizational skills, technical literacy, and the capability to distill complex information into accessible formats are also critical for this role.

In handling a frustrated client, it is crucial to remain calm and empathetic. You should listen actively to their concerns, assure them that you will assist, and gather all necessary information about their transaction. Provide clear steps they can take and set expectations on timelines for follow-up, ensuring they feel supported throughout the process.

Multisig adds an additional layer of security by requiring multiple signatures to authorize a transaction. This means that even if one key is compromised, the funds remain safe as multiple keys are required to access them. Understanding this model is essential for supporting clients in managing their bitcoin safely.

To triage a support request, I would first prioritize the issues based on urgency and duration. I would analyze the query, determine if it's a high-impact issue, and escalate it if necessary. Meanwhile, I would provide immediate support on issues I can resolve, ensuring the client feels valued and heard.

Staying updated on bitcoin technologies can involve attending webinars, reading industry blogs, participating in local meetups or conferences, and leveraging resources provided by the company. Engaging in discussions with colleagues on the latest market developments is also very beneficial.

When discussing experience with hardware wallets, I would elaborate on my familiarity with various models, how to set them up, and troubleshooting issues. I would also share any personal involvement in using a hardware wallet to manage private keys and provide security recommendations.

To educate a client on bitcoin terminology, I would start by breaking down complex terms into simple, relatable concepts. Using analogies and practical examples can aid understanding. Additionally, I would provide written resources they can refer to for further learning, ensuring they feel comfortable and empowered.

In a previous role, I collected feedback about a specific transaction process that clients found confusing. I compiled the feedback, collaborated with the product team to refine the communication material, and monitored the changes' impact. This resulted in increased client satisfaction, which I could measure through subsequent feedback.

Effective communication, setting clear expectations, and establishing regular check-ins are crucial when collaborating with cross-functional teams. I would also focus on understanding each team's goals and pain points to foster a collaborative environment, and strive to create an inclusive atmosphere that encourages open dialogue.

I manage my time by utilizing prioritization techniques and staying organized. I would assess the urgency and impact of each request, allocate slots in my schedule, and use technology tools to track progress. By setting clear milestones and timelines, I can ensure that every client feels valued and receives timely support.

The most critical quality for a Custody Support Associate is empathy. Understanding clients' concerns and worries about their assets is vital to provide the best support. An empathetic approach not only enhances client relationships but also fosters trust in a field where security is paramount.