Customer Support Specialist at Relay – Remote Web3 Job Paying $75,000–$95,000

Relay is recruiting a Customer Support Specialist to help customers and integration partners resolve technical problems involving cryptocurrency transactions and cross-chain payments. This full-time remote opportunity is suited to professionals with experience in technology customer support, troubleshooting, technical communication, and process improvement.

The successful candidate will investigate support tickets, analyse transaction records and technical logs, communicate solutions to customers, and work with engineering teams to resolve more complex issues. The position also offers an opportunity to contribute to better documentation, automation, and self-service support tools.

For experienced support professionals interested in blockchain technology and remote work, this role could provide an opportunity to develop specialist skills in the growing Web3 industry.

Job Overview

Company: Relay

Position: Customer Support Specialist

Job Type: Full-time

Work Arrangement: Remote

Salary: $75,000–$95,000 per year for US-based candidates; compensation may vary by location and experience

Experience: At least 3 years of customer or technical support experience in the technology industry

Industry: Cryptocurrency, Blockchain, Web3, and Technology

Key Skills: Customer support, troubleshooting, technical communication, AI tools, and issue prioritisation

Work Schedule: Time-zone coverage is required; confirm the applicable schedule with Relay

Application Deadline: Check the live listing for the current closing date

Official Application: View the job and apply

About Relay

Relay is a cross-chain payments protocol designed to make moving digital assets between blockchain networks faster, more affordable, and easier to use. Its technology supports cross-chain bridging, swaps, and transactions across multiple blockchain networks.

Blockchain networks operate independently, and moving assets or completing transactions across them can involve several technical steps. Users may encounter delays, failed transactions, wallet connection problems, or other issues that require careful investigation.

Relay aims to simplify these experiences for individual users and businesses integrating its technology into their products. Its ecosystem includes a consumer application and integrations with other Web3 platforms.

The Customer Support Specialist will help customers and integration partners navigate these technical challenges while contributing feedback that can improve the product and its support systems.

About the Position

The Customer Support Specialist will provide front-line support to Relay's customers and integration partners. The role involves responding to enquiries, investigating technical problems, resolving issues where possible, and escalating more complex cases to the engineering team.

Rather than simply answering routine questions, the successful candidate will be expected to understand recurring problems and help develop better ways of preventing or resolving them.

This includes documenting common issues, improving internal processes, contributing to self-service resources, and helping the organisation manage a growing volume of support requests.

Applicants should be comfortable learning new software, using AI tools in their daily workflow, and explaining technical information clearly to people with different levels of technical knowledge.

Key Responsibilities

1. Customer Support and Ticket Management

• Respond to customer enquiries and support tickets clearly, professionally, and promptly.
• Resolve customer issues directly when the necessary information and tools are available.
• Prioritise incoming requests according to urgency, complexity, and customer impact.
• Provide support during the agreed working hours for the relevant time zone.
• Maintain clear communication with customers while their issues are being investigated.

2. Technical Troubleshooting

• Investigate customer problems using backend logs, transaction records, and blockchain explorers.
• Develop an understanding of on-chain transaction flows and the technical processes behind cross-chain transfers.
• Identify potential causes of failed, delayed, or incomplete transactions.
• Collect relevant technical details before escalating complex cases to engineers.
• Help customers and integration partners understand technical problems and possible next steps.

3. Collaboration With Engineering Teams

• Escalate technical issues with sufficient context for engineers to investigate efficiently.
• Communicate customer feedback and recurring technical problems to relevant teams.
• Work collaboratively to improve the resolution of complex support cases.
• Help ensure that customer support keeps pace with the growth of Relay's integration network.

4. Process Improvement and Documentation

• Identify repeated customer problems and recommend improvements to support processes.
• Contribute to internal documentation, troubleshooting guides, and knowledge resources.
• Help improve self-service tools so users can find answers without always contacting support.
• Contribute to automation and developer portal improvements where appropriate.
• Use AI tools and other software to support efficient troubleshooting and daily work.

Eligibility Requirements

Relay is looking for a candidate who combines customer service ability with technical confidence, sound judgement, and a willingness to take ownership of problems.

The main requirements include:

• At least three years of customer support or technical support experience in the technology industry.
• Excellent written and verbal communication skills.
• Strong computer skills and the ability to learn new software tools quickly.
• Regular use of AI tools as part of everyday work.
• Ability to manage competing support requests and prioritise issues in real time.
• A record of identifying recurring problems and helping improve processes or systems.
• Ability to investigate problems methodically and explain findings clearly.
• Strong attention to detail.
• Ability to work independently and take responsibility for issues through to resolution.
• Comfort working in a fast-moving organisation where processes may evolve as the company grows.

Desirable Skills and Experience

The following experience may strengthen an application:

• Familiarity with cryptocurrency, blockchain networks, and Web3 applications.
• Experience using blockchain explorers to investigate transactions.
• Understanding of cross-chain transfers, digital wallets, and on-chain transaction processes.
• Experience supporting software developers or customers integrating APIs.
• Previous work at a startup or rapidly growing technology company.
• Experience creating troubleshooting documentation or knowledge-base articles.
• Exposure to developer tools, support automation, or self-service platforms.
• Experience using AI assistants to research problems, organise information, or improve support workflows.

Applicants do not necessarily need to be blockchain engineers. However, they should be willing to learn the technical concepts required to investigate cryptocurrency-related customer issues.

Salary and Benefits

The advertised compensation range is $75,000–$95,000 per year for US-based candidates. The employer indicates that compensation may vary according to location and experience, so applicants outside the United States should confirm the applicable salary range directly with Relay.

The advertised benefits include:

• Competitive base salary: Compensation based on the role and applicable employment terms.
• Equity package: Eligible employees may receive equity as part of their compensation.
• Health benefits: The company advertises comprehensive health benefits, subject to applicable eligibility and location.
• Paid time off: Relay advertises an unlimited paid-time-off policy with an encouraged minimum.
• Remote-first culture: The company emphasises remote work, collaboration, communication, and flexibility.

Benefits and compensation arrangements can differ by country. Applicants should confirm which benefits apply to their employment location before accepting an offer.

Remote Work and Location Eligibility

The position is advertised as remote, but applicants must consider the working-hour requirements. Relay's job description specifies time-zone coverage for its support team, including UTC through UTC+9 for candidates outside the United States.

For applicants in Nigeria: Nigeria operates on UTC+1, which falls within the stated UTC to UTC+9 range. This makes the time-zone requirement potentially compatible with working from Nigeria. However, time-zone compatibility alone does not guarantee that the employer can hire in every country.

Before applying, confirm whether Relay accepts candidates residing in Nigeria, the exact working schedule, and any weekend coverage requirements. Do not assume that every remote vacancy is available worldwide.

How to Apply

Interested and qualified candidates should read the complete job description and submit their applications through the employer's recruitment page.

Before applying, prepare an updated CV that highlights your customer support experience, technical troubleshooting skills, written communication, use of AI tools, and examples of improving support processes.

If you have experience with cryptocurrency, blockchain explorers, APIs, developer support, or software troubleshooting, include specific examples that demonstrate your ability to investigate and resolve technical problems.

During the application process, confirm the working hours, country eligibility, salary arrangements, and benefits that apply to your location.

APPLY FOR THIS JOB

Application deadline: Check the live job listing for the current closing date and availability before submitting your application.

Who Should Apply?

This opportunity is suitable for experienced customer support professionals who enjoy solving problems, communicating with customers, and learning how technology works behind the scenes.

It may be particularly attractive to candidates who have supported software products, worked with technical teams, managed customer tickets, or developed documentation and processes to improve service delivery.

Applicants with blockchain or cryptocurrency knowledge may have an advantage, but the essential requirements focus on technology support experience, communication, troubleshooting, attention to detail, and process improvement.

Because the role requires at least three years of relevant experience, it is not primarily intended for applicants seeking their first customer support job.

Final Thoughts

The Customer Support Specialist role at Relay offers experienced technology support professionals an opportunity to work remotely in the Web3 sector. The position combines customer service, technical investigation, blockchain-related troubleshooting, and continuous improvement.

Qualified applicants should review the requirements carefully, verify location and schedule eligibility, and submit their applications through the employer's recruitment page.

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