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Support Ops for Crypto Exchanges

Bull run hits.
Your queue breaks.
Your community notices.

Blockchain transaction investigations in minutes. AML hold communication. Card-funded purchase dispute defense. When your volume spikes, we pull from a live agent pool — not a hiring queue.

Confidential by default 30 min · no deck · specific to your stack Reply within 2 business hours
58sAverage first response time
92%Average CSAT across all clients
11dFrom signed contract to first ticket
12M+Tickets resolved across all clients

Your bull run is someone else's slow shift. We move agents between projects in hours — not months. When your volume spikes, we pull coverage from clients who are quiet right now. By the time you'd post a job listing, your queue is already clean.

The tickets that actually land

Here's what your support queue looks like
when nobody built for crypto

These are the tickets crypto exchanges get every day. They require blockchain knowledge, compliance awareness, and speed — simultaneously.

TX investigation
"My USDT deposit has been pending for 6 hours. TXID: 0x7f3a… Where is it?"
AML hold
"My account is frozen. Nobody will tell me why or what documents to send."
Card dispute
"I want to dispute the charge — I never received my crypto." (card-funded purchase, Visa 10.4 digital goods claim)
New chain
"You just listed a new token. Does your support team actually know anything about it?"
Volume spike
"It's 3am and volume just tripled." (bull run. your team was sized for a quiet week. SLA is already broken.)
Compliance escalation
"My compliance team needs this escalated — with proper documentation."
These are not edge cases. They're daily ops. Each one requires a different trained response. Most exchanges assign all of them to the same queue, handled by the same team that covers everything else.
Who reads this

One of these is your situation.

Three different roles. Same underlying problem: support and dispute ops that weren't built for crypto complexity.

Head of Support · CEX
Bull market hit three weeks ago. Volume is at a level you've never seen. You've stopped sleeping through the night. Users are posting "exchange doesn't respond" in your community channel. Your CEO forwarded you the screenshot.
Fear: becoming the story. "Exchange unresponsive during market event" — one thread away.
Head of Compliance · Exchange
AML holds are stacking up. Users are escalating publicly. You need someone who can communicate the hold clearly, collect the right documents, and not create a regulatory exposure in the process.
Fear: a public escalation that starts as a support complaint and ends as a compliance incident.
Results

Numbers from current clients.
Names under NDA.

We don't share client names. We do share outcomes.

EU Crypto Exchange · Card-Funded Purchases · 6,200 disputes/month
2.1%
CB ratio on arrival
→
0.74%
CB ratio at day 90
⚡ Live in 11 days
Situation: Post-bull-run volume spike. Friendly fraud on card-funded BTC/ETH purchases. In-house team had no representment workflow, filing windows expiring on backlog.
What we did: Embedded into Zendesk. Built Visa 10.4 evidence packs for digital currency disputes. Filed entire backlog within 7 business days. Per-product-ID reporting weekly.

We avoided the monitoring programme. Ratio under threshold by month 3. — Head of Risk & Compliance

Crypto Exchange · LATAM + EU · Card-funded on-ramp
68h
time to respond to KYC dispute (avg)
→
<8h
response time at week 3
⚡ Live in 9 days
Situation: KYC approval delays causing users to dispute card charges before verification completed. Acquirer flagging the dispute pattern as systemic.
What we did: Dedicated KYC dispute team inside existing Intercom. Portuguese + Spanish coverage. Built escalation path to compliance. Cleared 3-week backlog in 5 days.

KYC disputes stopped driving our CB ratio. The acquirer noticed the pattern shift within 30 days. — COO

Crypto Payment Gateway · Asia-Pacific · $40M/month card volume
0
dispute ops on arrival
→
Full
pipeline in 2 weeks
⚡ Live in 12 days
Situation: Launching card-funded gateway across new GEOs. Needed dispute coverage from day one without building an in-house team.
What we did: Multilingual team (EN/ZH/KO) inside existing helpdesk. Zero compliance disruption. Visa 10.4 evidence packs from day one.

Full dispute ops in place without hiring anyone. Acquirer had the documentation they needed. — CTO

User submits: "My USDT deposit has been pending 4 hours." They get back: "14 confirmations on TRC-20, wallet sync delay resolved, balance in 15 minutes. No action needed."
That's not support. That's trust that compounds.

How it works

We map your stack.
We build the playbook.
Live in 2 weeks.

We don't use generic agents. Your team is trained on your chains, your wallet architecture, your chargeback representment process, and your escalation paths — before the first ticket. VASP-aware from day one.

W1
Onboarding sprint
We map your chains, ticket taxonomy, escalation structure, and edge cases. We interview your team. We don't start until we understand your product — not generic crypto, your product.
W2
Shadow ops
We handle tickets alongside your existing team, calibrating tone, accuracy, and speed. You see every response before it goes out. Quality gate before full handoff.
W3+
Full handoff
Your SLAs are covered. Your queue is clean. Monthly dispute reports, CB ratio tracking, chain coverage updates when you list new assets. Escalation line to ops lead — not a ticket queue.
Blockchain TX investigation
TXID lookup, mempool analysis, UTXO issues, gas failures — answered in minutes with block explorer links and plain-English resolution. Not a template. An actual answer.
AML hold communication & VASP compliance ops
AML holds communicated clearly, right documents collected, FATF Recommendation 15 Travel Rule queries handled, escalation path to compliance — without creating a regulatory exposure or a public complaint thread.
Chargeback representment · Visa 10.4 & CE 3.0
Visa Compelling Evidence 3.0 (CE 3.0) packs for card-funded crypto purchases, compiled and filed within scheme windows. We identify friendly fraud patterns, build representment cases, and track win rates. Most crypto exchanges don't have this documentation on file — we build the system.
What you actually get

Your support operation,
running in 11 days

No ramp period. No "we'll get to that in month 3." This is what goes live inside your existing stack.

✓
Agents certified on your exchange
Trained on your platform, your token list, your escalation paths — before touching a single ticket. Not generalist agents learning on the job.
✓
Blockchain transaction support
TXID lookups, mempool delays, gas failures, UTXO issues — answered with block explorer links and plain-English resolution. Not a template response.
✓
AML hold communication & doc collection
Hold communicated clearly, correct documents collected, escalation path to compliance clean — without creating a regulatory exposure or a public complaint thread.
✓
Card dispute defense · Visa 10.4
Evidence packs compiled and filed within scheme windows for card-funded purchases. We know what Visa requires for digital currency disputes. Most exchanges don't have it on file.
✓
Surge capacity from the shared pool
Bull run hits — agents from quieter clients move to your queue in hours. Your SLA holds. No emergency hiring. No all-hands weekend.
✓
24/7/365 · Weekly reporting
Response time, CSAT, ticket categories, escalation trends — weekly. You see exactly where volume is coming from and where the product gaps are.
Who this is for

We work with crypto companies
that can't afford for support to become the story.

We don't explain what a TXID is, what Visa 10.4 means, or how transaction monitoring escalations work. We get to work.

This is for you if
You're a CEX, on/off-ramp, or OTC desk
Your support breaks during volume spikes or you have no SLA structure yet
You're launching fiat on-ramp in a new GEO and need dispute ops from day one
Your CB ratio is approaching or above Visa/Mastercard monitoring thresholds
AML holds are generating public complaints or compliance escalations
You need multilingual coverage (EN, ES, PT, ZH, KO) without building a team
This is not for you if
You operate on crypto-native rails only — no card acquiring, no fiat on-ramp
Monthly volume under $5M with fewer than 200 support tickets per month
You want a generic BPO without blockchain or acquiring vertical knowledge
You're looking for lowest-cost headcount rather than operational expertise
Book the audit

Three months from now,
your CEO finds out from the weekly report

Not from Twitter. Not from your acquirer. Not at 2am from your community Telegram.

A payment incident happens. 600 tickets land in 4 hours. Your team doesn't get called. By morning it's handled. CSAT: 4.4. No thread. No story.

The audit is 30 minutes — we map your current support and dispute exposure and show you exactly what that looks like for your stack. Or we tell you honestly if we're not the right fit.

We'll respond within 2 business hours. NDA available before the call on request.
Your data stays confidential — we work with sensitive operations every day.

Before you ask — the answers

We're regulated. We can't hand user data to a third party.
We operate inside your existing helpdesk. Your user data never leaves your infrastructure. NDAs executed before onboarding begins. GDPR-compliant workflows. Your compliance team reviews our data handling before a single ticket is touched. Standard procedure for every client in a regulated vertical.
Crypto support is too technical. Generic agents won't understand blockchain.
We don't use generic agents. Your team is trained on your chains, your wallet infrastructure, your specific error codes. The agents handling your tickets know what TRC-20 confirmation thresholds are and why they matter — before they touch your queue.
What happens during a real crisis — exploit, network outage, regulatory event?
We have crisis protocols. We've operated through exchange pauses, DEX exploits, and network outages. You get a direct escalation line to our ops lead — not a support ticket. Most incidents are contained before they become community events.
We tried outsourced support before. It was a disaster.
It usually is, because most vendors don't understand crypto. They treat a stuck TXID the same way they treat a delayed parcel. Our agents handle blockchain investigations as a core competency. Your CB ratio and CSAT scores tell you within 30 days if something is different.
What you're replacing

Right now you're running support
with one of these.

The cost isn't the monthly spend. It's the CB ratio creeping up, the community thread that goes viral, the acquirer letter.

In-house team
Works until volume doubles. Then it breaks. You're constantly hiring, training, re-training every time you list a new asset. Your best agents burn out before they're fully productive. Bull run hits — you're back to square one.
Freelancers
No SLA accountability. No crypto expertise. Passable for tier-1, broken for anything involving blockchain investigation, AML documentation, or a chargeback evidence package. You find out when a client escalates publicly.
Generic BPO
They handle your tickets the way they handle airline complaints. Your users — who know crypto — notice immediately. And they post about it. Community sentiment goes negative. You spend more fixing trust than you saved on cost.
Founders & devs on DMs
You knew this wasn't sustainable six months ago. It's a tax on your most expensive people. Every 2am support escalation is an engineering hour lost — and a decision made under stress that shouldn't have needed you.
Fire the approach that makes your exchange look like it doesn't care.
Hire the team that makes "their support actually helped me" something your users say.
Not ready to talk yet?
Get the Crypto CB Ratio Recovery Checklist
A 1-page tactical checklist: Visa 10.4 evidence requirements, KYC dispute handling flow, filing window timelines, and per-product-ID reporting structure. Built for crypto companies managing card-funded purchase disputes.