Customer Support Specialist 1

About Us

Full Potential Solutions (FPS) is a performance-based outsourcing firm headquartered in Boston, MA, with operations in Kansas City, MO; Manila and Davao, Philippines; Chennai and Pune, India; and Bogota, Colombia. We employ the best people, processes, and proprietary technology available to deliver multichannel solutions for our clients and provide fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams achieve great things! By putting people first, we drive breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company. We are committed to creating a culture where our people can succeed and reach their full potential.

Our Core Values

• Integrity - Do what’s right for everyone: clients, shareholders, partners, and colleagues. TEAM is more important than self to create an atmosphere of mutual respect.
• Excellence - Deliver exceptional client results, reward and recognize performance, and be in a relentless pursuit for improvement. Make your work and your goals personal.
• Accountability - Act like an owner. Take pride in your work.
• Grace - Respect and appreciate differences. Care for one another and embrace humility.
  
  

Our Mission: To create conditions wherein people thrive

About The Role

As a Customer Support Specialist 1, you will serve as a primary subject matter expert for our client’s products—providing world-class service and support to our most valued customers. You will be part of a highly skilled, customer-focused team whose performance directly impacts Coinbase’s mission of increasing economic freedom in the world.

We are looking for someone who is passionate about delivering seamless, phenomenal customer experiences and is eager to grow in the fast-evolving world of crypto and web3.

What You’ll Be Doing

• Responsible for providing support for our client’s customers and delivering customer satisfaction across multiple channels (phone, messaging & email) by investigating, troubleshooting and resolving customer issues.
• Develop a deep understanding of our client’s products and ongoing changes in the macro crypto
  
  

environment so you can guide customers to navigate the quickly moving and ever changing crypto world and unlock additional features, services, and products that benefit their unique profile.

• Champion clear communication with internal and external partners to align on solutions and drive results.
  
  

What We Look For (Job Requirements)

• Minimum of 2 years of direct customer support experience in a customer-facing role—preferably for banking services, e-wallets, digital products, or app-based platforms. Crypto or FinTech experience is a strong advantage.
• Full-time onsite work required at our Fort Bonifacio, Metro Manila office (5 days per week). Willingness to work nights, weekends, and holidays to support a 24/7 crypto environment.
• Strong proficiency in conversational English. Basic awareness and understanding of cryptocurrency and web3 concepts.
• Proven success managing customer satisfaction metrics such as CSAT, NPS, FCR, and other KPIs.
• Comfort in using AI tools, with the ability to adapt quickly in a fast-paced, evolving environment.
• Flexible, resourceful, and able to thrive in a high-growth organization.
  
  

Nice to Have

• Experience in customer service roles related to crypto, e-wallets, digital banking, or FinTech.
• Intermediate knowledge of blockchain, web3, staking, ROI/staking rewards, self-custody, and crypto fundamentals.
• Background in operations support roles such as Quality Analyst, SME, or Trainer.
• Familiarity with systems such as Google Workspace, JIRA, Salesforce Service Cloud, Amazon Connect, or similar platforms.

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