Customer Support Lead Agent - KYC, Compliance & Fraud

🚀 Venga: bridging innovative blockchain technologies to traditional finance

Venga is on a mission to take blockchain innovations from the world of Web3 and DeFi and make them understandable and accessible in everyday life. That’s why we’re building a platform where people in Catalonia, Spain, and beyond can easily discover, invest, and navigate the world of crypto — with a design, tone, and product that feel local and trustworthy.

The Customer Support Lead Agent - KYC, Compliance & Fraud at Venga is responsible for handling escalated L2 support cases involving identity verification, compliance matters, and fraud prevention. This role serves as the bridge between front-line support agents and the Compliance department, ensuring complex cases are triaged, documented, and coordinated efficiently.

You will be the go-to expert for sensitive customer cases, ensuring regulatory compliance while maintaining excellent customer experience throughout complex reviews/escalations.

💻 What you´ll be doing

1. Escalated Case Management:

• Handle L2 escalations from front-line support agents for KYC, compliance, and fraud-related issues.
• Own complex customer cases involving account restrictions/suspensions and identity verification issues: review case status, collect required information, communicate next steps using no–tipping-off language, and coordinate escalations to Compliance for suspicious activity assessments.
• Coordinate with the Compliance department on high-risk cases requiring immediate intervention.

2. KYC & Identity Verification:

• Assess KYC documentation quality and escalate edge cases to the Compliance team when necessary.
• Ensure AML/KYC requirements are clearly communicated to customers while maintaining a positive experience.

3. Fraud Prevention & Investigation:

• Conduct initial triage and evidence gathering on customer-reported fraud/ATO and payment disputes (timeline, devices/IPs, confirmations, customer statements), and escalate to Compliance/Risk per SOPs when risk indicators are present.
• Process account security resets and coordinate with affected customers throughout the recovery process.

4 . Compliance Escalation & Coordination:

• Identify and escalate high-risk matters (PEP declarations, sanctions queries, data privacy concerns) to appropriate compliance channels.
• Act as the liaison between Customer Support and Compliance teams for complex regulatory matters.

5. Process Improvement & Documentation:

• Contribute to the development and refinement of SOPs for the customer support team.
• Identify patterns in escalated cases and recommend process improvements to reduce repeat issues.
• Document case resolutions thoroughly in Zendesk for audit trails and knowledge sharing.

6. Team Support & Knowledge Sharing:

• Guide L1 agents on when and how to escalate identity verification, compliance, and fraud cases.
• Participate in training sessions to educate the broader support team on compliance topics and red flags.
• Serve as a subject matter expert for the CS team on identity verification and fraud-related questions.

7. Performance & Reporting:

• Meet SLAs for escalated case resolution times while maintaining quality and compliance standards.
• Provide regular updates on escalation trends and case outcomes to CS leadership and Compliance.

👤 Who You Are & What You'll Need

• 3+ years of customer support experience, with at least 1-2 years handling KYC, compliance, or fraud cases in the fintech, crypto, or banking industry.
• Experience managing escalated/L2 support cases and coordinating with compliance or risk teams.
• Strong understanding of identity verification processes.
• Proficiency with help desk tools such as Zendesk, Intercom, or similar ticketing systems.
• Excellent written and verbal communication skills in English.
• Strong attention to detail and ability to handle sensitive information with discretion.
• Ability to work independently, prioritize effectively, and make sound judgments under pressure.

Nice to have:

• Experience leading or mentoring a support team, or managing team workflows.
• Spanish and/or Catalan language skills — highly valued for our local customer base.
• Experience using AI tools
• Experience with fraud investigation, account takeover handling, or supporting suspicious activity workflows in coordination with AML/Compliance.
• Experience with cryptocurrency, blockchain technology, and Web3 concepts.
• Experience with identity verification platforms (e.g., Sumsub, Persona,, Jumio).
• Background in regulatory compliance, risk management, or financial services.
• Experience creating or improving SOPs, internal documentation, and Knowledge base Articles.

🇪🇸 𝐖̲𝐡̲𝐚̲𝐭̲ ̲𝐰̲𝐞̲ ̲𝐨̲𝐟̲𝐟̲𝐞̲𝐫̲

• Full-Time Employment Contract or Contractor, depending on Location.
• Fully remote or hybrid role
• International and hyper-growth startup with multiple opportunities for career growth.
• Brand new MacBook
• 25 vacation days (more than the Spanish norm)