Customer Support EU

Customer Support Specialist – EU (Remote)

Employer: Morse / Avian Labs Inc.
Department: Operations – Europe
Job Type: Full-time
Location: Remote – EU only
Working Hours: Monday–Friday, 8:00am–5:00pm UK time

About Morse

Morse aims to make sending and receiving money effortless, borderless and instantaneous. The company enables customers to make payments internationally using names rather than traditional banking details such as IBANs, account numbers or sort codes.

Using blockchain technology to settle transfers, Morse is currently available in more than 150 countries.

Morse is the first product from Avian Labs Inc., which is backed by venture capital firms including Union Square Ventures, Slow Ventures and Ribbit Capital.

About the Role

The Customer Support team is responsible for providing high-quality support to Morse customers.

The successful candidate will handle customer enquiries primarily through chat and email, resolve individual cases, maintain accurate records and work with teams across the organisation to improve the customer experience.

Key Responsibilities

• Provide excellent customer support through chat and email.
• Build trust with customers by resolving their concerns effectively.
• Demonstrate empathy and ensure individual customer cases reach a positive resolution.
• Maintain accurate records of customer interactions and resolutions in the CRM system.
• Prioritise different customer requests while meeting service-level agreements (SLAs).
• Work with colleagues and wider teams to resolve customer cases.
• Contribute to projects designed to improve the customer experience.
• Monitor and analyse customer feedback to identify trends and report product bugs.
• Suggest improvements to products and services based on customer feedback.
• Keep up to date with product updates, company policies and relevant industry developments.
• Build positive relationships with customers and contribute to the wider customer community.

Requirements

Applicants should have:

• At least two years of experience in a previous customer-facing role.
• Strong written and verbal communication skills.
• The ability to empathise with customers and handle their concerns professionally.
• Fluency in English, which is the company’s main working language.
• Strong problem-solving and critical-thinking skills, including the ability to work under pressure.
• Experience using customer support software and CRM systems such as Zendesk, Intercom or Salesforce.
• The ability to work independently and manage multiple customer enquiries at the same time.
• Experience in the fintech or blockchain industry.

Bonus Skills

The following experience would be an advantage:

• Ability to speak and write in Spanish.
• Experience handling escalated or complex customer cases.
• Experience using AI tools to improve productivity.

Location & Working Pattern

This is a remote-friendly position, but applicants must be based in the EU.

The working schedule is:

Monday to Friday, 8:00am–5:00pm UK time.

Sponsorship

The advert states that the successful candidate must be based in the EU. It does not state that visa sponsorship is available.

Applicants should confirm their eligibility to work in the relevant EU location before applying.

Application

Applications are made through the employer’s application process.

Source: Morse / Avian Labs Inc.

Application: Apply through the original Morse vacancy/application page.