Customer Support Specialist

About Immunefi

Immunefi is the leading platform in Web3 security, protecting the onchain economy by connecting the world’s best security researchers with the most critical blockchain projects. We operate as a fully remote, globally distributed team and move fast in a high-stakes environment where trust, security, and customer impact matter.

The Role

As a Customer Support Specialist, you are a fully ramped, independent individual contributor who consistently delivers high-quality support with minimal oversight. You are trusted to handle the majority of customer issues end-to-end, exercise sound judgment in prioritization and escalation, and contribute to continuous improvement of support processes and documentation.

This role is not entry-level and does not include people management responsibilities. It is ideal for someone who thrives in ambiguity, takes ownership of outcomes, and reliably executes in a security-sensitive environment.

Location: Remote

Time Zone: This role requires availability during core European working hours (approximately in the range of 08:00-17:00 UTC).

What You’ll Do

• Independently manage and resolve a high volume of customer inquiries in a timely fashion across ticketing systems, Telegram, Slack, Discord, and email.
• Serve as a primary resolver for standard and moderately complex issues related to platform usage, bug bounty workflows, triage processes, and account questions.
• Facilitate communication between projects, security researchers and internal team during report disputes or clarification requests.
• Triage and prioritize issues based on urgency, customer impact, and potential security risk, escalating appropriately when needed.
• Collaborate cross-functionally with Engineering, Triage, Hacker Programs, and Security to drive timely resolutions.
• Maintain accurate, thorough, and security-conscious documentation of customer interactions and resolutions.
• Identify recurring issues and contribute improvements to FAQs, macros, and internal knowledge bases.
• Proactively surface potential product gaps, bugs, or risk signals observed through customer interactions.
• Consistently represent Immunefi with professionalism, empathy, and calm judgment—especially in high-pressure or time-sensitive situations.

What We’re Looking For

• 3-5 years of experience in customer support, technical support, or customer success in a SaaS, fintech, or security-adjacent environment.
• Demonstrated ability to work independently and own issues through to resolution.
• Strong written communication skills, with the ability to explain complex or technical concepts clearly and concisely.
• High attention to detail and strong judgment when handling sensitive or confidential information.
• Comfort operating in a remote, async, globally distributed team.
• Proven bias for action and ability to prioritize effectively with limited direction.
• Customer-first mindset paired with a strong sense of accountability and ownership.
• Willingness and aptitude to learn Web3 concepts, blockchain fundamentals, and security workflows.

Nice to Have

• Prior experience supporting developer tools, security products, blockchain or Web3 platforms.
• Familiarity with bug bounty programs, vulnerability disclosure, or incident response workflows.
• Experience using tools such as Zendesk or Slack-based support systems.
• Passionate and excited about working in Web3 and DeFi in particular
• Experience with AI-powered support tools or comfort learning and optimizing AI-assisted workflows.

Listed in: Cryptocurrency Jobs, Customer Support Crypto Jobs, Web3 Crypto Jobs, Remote Crypto Jobs, DeFi Web3 Jobs.