Crypto & Payments CS Analyst

Webull is a leading digital brokerage platform built on next generation global infrastructure. At Webull, we believe that everyone should have an equal opportunity to control their own financial future. Our vision has always been to empower individual investors with the tools and resources they need to succeed financially. This commitment remains at the heart of everything we do. From low-fee trading and robust market data to advanced analytical tools, we are committed to providing a seamless, top-tier trading experience. About The Role & TeamWebull Pay is a crypto-first financial platform expanding into payments and treasury solutions, offering digital wallets, consumer debit cards, and cash management services. Our mission is to create a seamless and secure financial ecosystem, integrating crypto trading, banking, and payments in one user-friendly platform. As we grow, we are seeking a Customer Support Analyst to support our expanding growth. This role will be instrumental in assisting customers with crypto transactions, payments, and account inquiries, ensuring an outstanding customer experience. In This Role, You Will Efficiently respond to crypto and payment-related inquiries"”such as deposits, withdrawals, transactions, and app security"”within our customer management system Collaborate with cross-functional teams (Product, Compliance, Risk, Operations) to improve customer experience. Analyze customer feedback and transaction trends to pinpoint opportunities for service improvement and collaborate with the Customer Experience Manager to implement enhancements. Stay informed on crypto regulations, blockchain developments, and payment industry trends to better assist customers. Assist with conducting reviews of customer account applications, ensuring compliance with risk and anti-money laundering (AML) procedures. Assist with operational processes, including withdrawal checks, coin-out checks, ID verification, assisting with crypto liquidations, and help to maintain and enhance the collections process with the Customer Support Manager. Work with product and technology teams to improve platform usability and security based on user feedback. Follow strict risk and security procedures, including fraud detection and escalation of suspicious activities. The Skills You Bring Strong written communication skills with the ability to explain complex crypto concepts to users. Previous experience in banking, crypto or fintech customer support is a plus. Passion for cryptocurrency, blockchain technology, and digital finance. Highly motivated, proactive, and team-oriented problem solver. Ability to multitask in a fast-paced environment, maintaining accuracy under pressure. Strong analytical and troubleshooting skills, especially in blockchain transactions and payment processing. Professional and customer-first approach with sound judgment in decision-making. What Makes You Stand Out Bachelor's degree in business, Finance, Economics, or a related field is preferred but not required. Why Webull? At Webull, we're more than just a company - we're a global community of innovators, problem solvers, and trailblazers. Headquartered in St Petersburg, FL, Webull operates across15 regions worldwide, serving over 20 million registered users. Our team is filled with passionate individuals who inspire one another, work hard, and thrive on tackling challenges together. Here, your ideas matter, your voice is heard, and your contributions have a real impact. We believe that taking care of our people is the key to success. That's why we offer an exciting suite of benefits designed to support you and your loved ones: Comprehensive Health Coverage100% paid medical and dental insurance for employees and dependents, vision insurance, and more! Financial Support401(k) match, commuter benefits for NY positions, and short-term disability coverage. Work-Life BalanceGenerous time off that increases with tenure, paid parental leave, personal days, sick time, and company holidays. Wellness & Pet CareFitness and wellness benefits, plus pet insurance for your furry friends. Dynamic Office CultureCatered lunches (every Friday), fully stocked kitchens, and monthly happy hours to connect and collaborate. This role is based in our Global HQ in St Petersburg, FL at 200 Carillon Pkwy, St Petersburg, FL 33716. We're proud of the dynamic culture we've created across our offices, where ideas flow freely, mentorship happens organically, and opportunities for growth and learning are always within reach. By working in-office, we ensure every team member can fully immerse themselves in our mission, grow alongside colleagues, and make an immediate, tangible impact! EEOC Statement Webull is proud to promote diversity and provide equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone.

Created: 2025-03-08