Support Representative

Blockstream was founded in 2014 by Dr. Adam Back and a group of fellow cryptographers and engineers who were passionate about Bitcoin and its potential to change the future of finance. Focusing on building fundamental Bitcoin infrastructure, Blockstream quickly became one of the industry's leading technology powerhouses.

Blockstream is transforming traditional financial systems by equipping enterprises and consumers with Bitcoin-based solutions that enhance efficiency, security, and scalability. Our vision is to empower the world with tools that strengthen financial security, streamline everyday use, and unlock new opportunities for growth. 

In pursuit of our expansive vision, we’ve built a full stack of innovative products on top of the Bitcoin protocol, from layer-2 projects like Liquid and Core Lightning, to end-user software and hardware wallets like Green and Jade. Our brand stands for innovation in the Bitcoin community, and we’re growing our team to accelerate the future.

Blockstream is striving to make Bitcoin more accessible to new users through consistent improvements to Green and Jade, along with providing best-in-class customer support across all product offerings.

We are looking for an experienced Support Representative to join our team and assist in achieving this goal. This individual will be responsible for delivering technical support with a high degree of customer satisfaction and for improving processes to scale support operations.

What You Will Be Doing (Responsibilities):

• Act as the first point of contact for our user base, promptly respond to support inquiries, and proactively reach out to address questions in community channels or social media.
• Guide users through basic wallet functionality with Green and Jade, from setup to regular use.
• Provide technical assistance with advanced features and offer clear explanations of underlying Bitcoin concepts.
• Assist customers with questions or concerns related to orders from the Blockstream e-commerce store.
• Triage potential Green and Jade issues and work with our development team to resolve problems.
• Relay user feedback to our product team to assist with improving our user experience.
• Collect key data regarding support operations and implement processes to improve efficiency and customer satisfaction.

What We Look For In You (Required Qualifications):

• Extensive knowledge of the Bitcoin protocol and experience with Bitcoin products, including software/hardware wallets, nodes, block explorers, exchanges etc.
• Excellent written and verbal communication skills, with the ability to articulate complex concepts clearly while demonstrating patience with end users.
• Previous experience in a customer support role at a fast-growing company with technical and nuanced products.
• Highly resourceful and internally motivated individual; with a proven ability to deliver results independently and as part of a team.
• Passion for driving Bitcoin adoption through education and easy-to-use Bitcoin products.

Nice To Haves (Preferred Qualifications):

• Basic skills with Zendesk, Photoshop, GitLab, Terminal/command line.
• Experience using project management tools for tracking tasks and progress.
• Proven record of scaling processes and operations.