Customer Support Specialist (night shift)

The Open Platform (TOP) is the leading tech company developing Web3 innovations in Telegram. TOP is fueling the Telegram economy through both foundational infrastructure and consumer-facing apps. By integrating blockchain technology into day-to-day digital activities, TOP is building a seamless, scalable platform designed for a billion users — accelerating the mass adoption of crypto.

TOP provides a powerful toolkit of funding, expertise, and technology resources, streamlining access to critical tools like wallets, developer resources, SDKs, APIs, and marketplaces. TOP also develops and supports leading ecosystem products including the Wallet in Telegram, Tonkeeper, STON.fi, Getgems, Tribute, and more.

We are currently seeking a Customer Support Specialist to join our team.

Responsibilities:

Daily responsibilities include:

• Responding to customer inquiries via Zendesk.
• Communicating clearly and professionally with users in writing.
• Escalating or coordinating cases with the Compliance team when regulatory or verification issues arise.
• Maintaining case documentation and following support protocols.
• Managing multiple tickets efficiently while maintaining empathy and tone.
• Contributing to continuous improvement by identifying common user pain points.

Long-term commitments:

• Supporting team metrics (CSAT, ART, IQS).
• Participating in training and updates related to product or compliance changes.
• Adapting to evolving workflows as the product and regulatory environment develops.

Requirements:

Essential:

• Knowledge of Uzbek + Russian/English.
• Strong written communication skills and high typing speed.
• Demonstrated customer-centric mindset with empathy and patience.
• Ability to remain calm and professional when handling difficult or frustrated users.
• Flexibility and openness to rapidly changing processes.

Preferred (but not mandatory):

• Prior experience with transactional support or financial platforms.
• Exposure to cryptocurrency products.
• Familiarity with Zendesk or similar customer service platforms.

KPI-driven environment: Success in this role is measured by customer satisfaction, response efficiency, and support quality.

We are looking for specialists available to work on a 2/2 shift schedule, from 10:00 pm to 10:00 am (GMT+5).

Why it is a fantastic opportunity:

• Our business is growing at an exponential scale.
• Non-bureaucratic management that focuses on results.
• Regular performance reviews to assess your progress.
• Remote setup with access to our hubs in Dubai, Yerevan, London and Belgrade.
• Compensation for medical expenses.
• 28 calendar days of paid vacation annually.
• 14 days of paid sick leave to support your health and recovery when needed.
• Access to internal conferences, English courses and corporate events.