At a Glance
- Tasks: Provide top-notch support for innovative products like Reown AppKit and WalletConnect Pay.
- Company: Join a leading developer platform in the exciting world of blockchain and payments.
- Benefits: Enjoy remote work, generous PTO, and a budget for your home office.
- Other info: Opportunities for travel, learning, and career growth in a dynamic environment.
- Why this job: Be part of a fast-growing team shaping the future of on-chain experiences.
- Qualifications: Experience in customer support with strong communication and technical skills.
The predicted salary is between 40000 - 50000 £ per year.
About Reown
Reown is a full‐stack developer platform powering everything from DeFi and payments to gaming and enterprise. Our flagship product, AppKit, is the all‐in‐one SDK for building seamless on‐chain experiences: connecting apps to wallets, enabling email and social logins, smart accounts, swaps, on‐ramps, and one‐click checkout across major frameworks and chains. With 75,000+ apps, 700+ wallets, and hundreds of millions of users on the network. Backed by $38M from investors like Union Square Ventures, Shopify, Coinbase Ventures, Circle Ventures, and Uniswap Labs, we are a global, remote‐first team that values openness, simplicity, innovation, and ownership.
Why Now
We are at a defining moment. Reown has grown into a comprehensive developer platform — and the pace of that evolution is accelerating. AppKit is now the default choice for teams building on‐chain finance apps, with adoption spanning DeFi protocols, payments platforms, consumer apps, and enterprise integrations across EVM, Solana, and Bitcoin. Alongside AppKit, we are scaling WalletConnect Pay: an end‐to‐end crypto and stable‐coin payment method already embedded in Stripe, Coinbase Commerce, Shopify, and others, with a landmark partnership with Ingenico bringing stable‐coin payments to 40M+ terminals across 120+ countries. As our developer base grows and our product suite expands, customer support becomes a critical function — not a cost centre, but a growth lever. This hire sits at the frontier of that transition.
The Role
We are looking for a Customer Support Specialist to join our growing team and play a key role in shaping the support function for two new and rapidly evolving products: Reown AppKit and WalletConnect Pay. Reporting to the Head of Operations, you will be an early dedicated hire in support, with the opportunity to help define processes, influence the product through customer insight, and build strong relationships with our earliest customers. Your primary focus will be becoming an expert in supporting customers using the Reown AppKit SDK on Pro and Enterprise subscriptions, while gradually expanding your expertise to support WalletConnect Pay customers as the product launches and scales. Success in this role will come from responsiveness, clear communication, strong technical curiosity, and a proactive approach to building systems that help the support function scale.
Key Responsibilities
- Provide high‐quality support to paying customers using the Reown AppKit SDK, responding to a range of inquiries from technical troubleshooting to guided support through documented workflows.
- Build deep expertise in Reown AppKit as the primary support responsibility, and progressively upskill to support WalletConnect Pay customers with onboarding and live support.
- Manage the majority of customer inquiries through Intercom, while helping consolidate additional support channels (Slack, Telegram) into Intercom alongside the Operations and BD teams.
- Escalate bugs and technical issues to engineering with clear, structured reports, and translate engineering responses into clear, customer‐friendly explanations.
- Act as a trusted partner to enterprise and Pro customers, advocating for the product and supporting broader customer retention goals.
- Train and optimize Intercom AI to handle lower‐complexity or already‐documented queries, enabling the team to scale support efficiently as customer volume grows.
- Track and report on support KPIs, while synthesizing customer feedback into actionable insights for product and operational improvements.
- Help build and refine internal support processes, documentation, and tooling as one of the first hires in a growing support function.
What You Bring (Must‐Haves)
- Proven experience in a customer support, technical support, or developer support role, ideally supporting SaaS or developer‐facing products.
- Strong communication skills with the ability to translate technical concepts into clear, plain language for customers.
- Experience working cross‐functionally with engineering teams and writing clear bug reports or technical issue summaries.
- Self‐starter mentality with a track record of ownership and success in fast‐moving environments.
- Familiarity with developer workflows — comfortable reading documentation, understanding error messages, and navigating basic code concepts.
- Solid understanding of how blockchain works — wallets, transaction signing, on‐chain payments, and web3 concepts at a foundational level.
- Working knowledge of React or similar frontend frameworks — enough to understand integration context and troubleshoot SDK‐related issues (without needing to write code).
Nice‐to‐Haves
- Experience supporting developer tools, SDKs, APIs, or blockchain/web3 products; experience in payments products.
- Familiarity with Intercom or similar support platforms, including knowledge base management and AI automation.
- Experience working with enterprise customers or managing high‐touch support relationships.
- Strong interest or experience in building support processes, internal tools, automations, or workflows using AI.
- Familiarity with developer communities (Discord, GitHub, X) — understanding how developers communicate and seek help outside of formal support channels.
Benefits
- Fully remote position with a budget for your home office or work environment.
- Regular team offsites to incredible locations around the world.
- Opportunities to travel to conferences and community events.
- Generous PTO and parental leave.
- Meaningful Learning & Development budget.
- Competitive compensation package including salary, equity, and potentially tokens.
- Healthcare coverage for US‐based team members.
- The chance to build at the forefront of on‐chain payments with one of the most recognised companies in Web3.
Customer Support Specialist in London employer: WalletConnect
Reown is an exceptional employer that champions a remote-first work culture, offering employees the flexibility to thrive in their own environments while being part of a dynamic and innovative team. With generous benefits including a meaningful learning and development budget, competitive compensation, and opportunities for travel and professional growth, Reown empowers its Customer Support Specialists to shape the future of on-chain payments and build strong relationships with customers in a rapidly evolving industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Specialist in London
✨Tip Number 1
Get to know Reown and its products inside out. Familiarise yourself with AppKit and WalletConnect Pay, so you can speak confidently about them during interviews. This shows you're genuinely interested and ready to hit the ground running!
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or join relevant online communities. Engaging with the team can give you insider info and might even lead to a referral, which is always a bonus.
✨Tip Number 3
Prepare for your interview by practising common customer support scenarios. Think about how you'd handle tricky customer inquiries or technical issues. Being able to demonstrate your problem-solving skills will set you apart from the crowd.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining the Reown team!
We think you need these skills to ace Customer Support Specialist in London
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for customer support and the tech world shine through. We want to see that you’re genuinely excited about helping customers and solving their problems!
Tailor Your Experience:Make sure to highlight any relevant experience you have in customer support or technical roles. We love seeing how your background aligns with what we do at Reown, so don’t hold back on those details!
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language to explain your skills and experiences, as this reflects the communication style we value in our team.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at WalletConnect
✨Know Your Stuff
Make sure you have a solid understanding of Reown's products, especially the AppKit SDK and WalletConnect Pay. Familiarise yourself with blockchain concepts and how they relate to customer support. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Show Off Your Communication Skills
Since this role requires translating technical jargon into plain language, practice explaining complex concepts simply. You might even want to prepare a few examples of how you've done this in past roles. Clear communication is key, so don’t hold back!
✨Be Proactive
Demonstrate your self-starter mentality by coming up with ideas on how to improve customer support processes. Think about how you would handle common inquiries or issues and be ready to share your thoughts during the interview. This shows that you’re not just looking to fill a role but are eager to contribute to the team’s success.
✨Ask Insightful Questions
Prepare some thoughtful questions about the company culture, team dynamics, and how success is measured in the support function. This not only shows your interest in the position but also helps you gauge if Reown is the right fit for you. Plus, it gives you a chance to engage with your interviewers!
