Exchange Email Base Support Agent (Afternoon Shift), Tempe

Job Description
Insight Global is currently hiring Customer Support Analysts for our client in Tempe, AZ.
Our client is a global crypto and Web3 platform.
We are seeking a detail-oriented, proactive Support Agent who excels in email-based customer service and thrives in a fast-paced environment.
This role focuses on high-volume ticket management, fraud-related support, account safety, and issue resolution within the crypto exchange platform.
The ideal candidate is highly organized, customer-first, and capable of identifying risks, gathering case details, and escalating issues appropriately.
Core Support Operations
Manage approximately 40 email tickets per day
Provide clear, timely, and accurate responses through Zendesk
Handle general inquiries related to the platform and user accounts
Fraud, Safety, and Risk Support
Investigate account restrictions, fraud activity, and suspicious crypto transfers
Identify potential scams or compromised accounts (fraud expertise not required, but strong judgment is essential)
Gather details to support fraud claims and escalation workflows
Monitor "urgent" or "account compromised" channels and freeze accounts when necessary to protect users
Financial Operations
Support FIAT-related issues including:
Bank transfers
Troubleshooting linked bank accounts
Understanding deposit/withdrawal flows
Provide foundational support for crypto transfers; crypto knowledge is a major plus
Quality & Collaboration
Participate in the QA program to maintain high service standards
Follow documented processes, SOPs, and playbooks; elevate complex issues to senior team members
Work cross-functionally with Operations, Training, and Leadership to route cases and improve workflows
This is a 6-month contract-to-hire position with an hourly rate of $28/hr depending upon qualifications and shift preference.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day.
We are an equal opportunity/affirmative action employer that believes everyone matters.
Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.
If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to ******.
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Skills and Requirements
3–4 years of experience in customer support, operations, or a client-facing environment (email and live chat support strongly preferred)
Experience managing high-volume ticket queues
Experience using Zendesk or similar CRM platforms
Interest in cryptocurrency or blockchain
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