An interview with the people who keep your crypto trip safe, seamless and really human.
This year Changelly became 10. That is a decade of building, improving and appearing every day for crypto stresses around the world. More than 10 million users have put their trust on us. In the past decade we have integrated with 185 block chains and 1,000+ assets and we work together with 600+ worldwide companies – building one of the most robust ecosystems in crypto. But milestones like this don’t happen alone. They are made possible by the people behind the scenes.
So we sat down with members of our 24/7 teams: compliance And support. You keep your experience safe and transparent, even during the most complicated cases – for example to restore stolen funds, as in the Bithumb XRP Hack Case or the recent Bybit Hack research. The other ensures that you are never alone if something goes wrong: according to the Latest bitcoinist review“In contrast to countless services that are integrated with AI-driven chatbots, the Customer Service of CHANGELLY is live and available to resolve disputes 24/7.”
They are those who answer your questions, manage risks and help shape the crypto industry from within. They have seen it all: panic, peaks, misconceptions and memes.
This interview is about them – their values, their stories and the humor (and blobfish stress toys) that they endure throughout the day.
Support: Empathy, Emojis and everything in between
They are the team that stays calm when a crypto gets loudly – or at least they pretend they are screaming in the air and squeezing stress toys. These uncomfortable heroes shared a few of their funniest moments, biggest challenges and why they still love what they do.
Question: What is the most memorable customer interaction you’ve ever had?
Olivia:
One of the most memorable support interviews that I took more than an hour – and it was not just about problem solving. In the end we are chatting about everything, from crypto to random fun facts, completely out of reach of our service. It was a real and refreshing human connection that made my day.
Myrra:
I can’t really choose a specific one. But every dialogue where a customer sincerely and heartily wants me a good day – it makes me smile and shine, literally every time.
Dennis:
Had a customer who was a member of one of my favorite bands (of course not my cover, but helped the hell of this person).
Question: How do you stay calm and helpful during situations with high stress, such as a market crash or hype?
ALEENA:
I have a few stress toys – one of them is a blobfish toy with a really pathetic expression. When I look at the miserable pink face, I have the feeling that it understands; And pressing it washes all the tension away. Another thing that helps is whining for my colleagues – we hunt, we make jokes, we share the workload and every time we go through it.
You know it is a tough day when the blob looks better than you …
Myrra:
I remind myself that all these people need help, and I am the person who can offer it. I also hug my cat a lot.
She is not just a cat, she is a therapist with fur and judgmental eyes.
Dennis:
I eat a lot of chocolate.
Bella:
I imagine that I am in the shoes of our customers, which helps me to understand why they are sometimes not the political or the most patient. I also scream a lot in the air 🙂
Monica:
I just scream.
Question: What is advice that you would give to every crypto user to make support interactions more flexible?
Olivia:
Be patient. If there is a delay, chances are that we will be on top and work to solve things as quickly as possible. We fully understand how stressful it can be to wait until your money appears – we follow the situation closely and we feel that tension too. Your trust means everything to us, and we do everything we can to make things right.
Myrra:
We really understand your frustration if something goes wrong, but please, don’t wash it all at us. We want you not to remember that we are only interested in helping you as much as possible. It would just be so humane if you were just polite.
Dennis:
Thorough explanation of the problem and patience are the most important factors. If something doesn’t go as fast as you would like it to be, believe us, we don’t just make the Etas to make the customer angry.
Bella:
Read all reports and warnings carefully (they are there for a reason), check everything twice before sending your crypto. Some accidents are easy to solve, but sometimes there is no technical possibility to resolve the situation.
Monica:
Please believe that our support team does not want to cheat like that or something, our main goal is to help you and resolve your business.
Question: How has the support team evolved over the past 10 years? Are there miles that you are especially proud of?
Myrra:
Oh, I’ve not been there for so long, but I have heard stories about support agents fighting for chats and tickets, because there were so few. Damn, can you imagine that? Because now all of us usually talk to different people at the same time, and that is on a normal, not too much Wednesday.
Dennis:
I have been here for about a year and I can really see how we grow up professionally.
Monica:
The amount of chats/tickets X10 has increased since 2018. Now we have automated processes that help us not go crazy.
Question: which emoji describes best your daily life for support and why?
Myrra:
🫂: Sometimes customers not only need a resolution, but also a distant crane On their shoulder. So we often say things like “it’s ok” or “don’t worry” when customers are worried about some technical errors they have made that we have to solve. Because it is usually really good. Just be patient and we will find out.
Dennis:
🗿
Bella:
Sometimes the workload is so heavy that I feel like this crazy cat, try to concentrate on everything at the same time:
Compliance: fight misconceptions, one rule at the same time
As crypto ripens, AML -compliance becomes more than a check box – it is a cornerstone of trust. We asked the team what really happens behind the scenes, which keeps them awake at night and what they want more users to understand.
Question: Can you explain what “AML -compliance” means in the crypto world -in normal English? Why is compliance crucial for the crypto industry?
Valerye:
AML Compliance is the process of improving the AML “Ecology” of the company. This simply means that our business practices (and our money) are as clean as possible. The healthier this ecology, the better the lifetime of the company, making it a safer space for users and investors.
Question: What was the biggest challenge in compliance with Crypto in the past decade?
Juniper:
One of the most important challenges is to increase regulatory pressure.
Unfortunately, the introduction of new rules often happens without consulting with crypto companies or looking for mutually pleasant solutions.
This happens in part because many companies themselves are not proactive and implement ABL measures in time, simply simply follow what legal enforcement authorities and supervisors demand.
Question: How do you balance innovation in crypto with ever -changing regulations?
Maurice:
We prefer to be optimistic and hope for open discussions between legitimate crypto companies and supervisors. We strive to serve our customers and support them on their crypto trip, so all adjustments on our side, large or small, if possible, we will do our best to make them happen.
Question: What is one myth about AML -Compliance that you would like to have unraveled once and forever?
Juniper:
There are many misconceptions about practical crypto AML. Some crypto companies see AML as a burden for the company. So they do it as little and as formally as possible, which sometimes looks worse than not doing it.
Maurice:
Some users think that we freeze their funds only because it is profitable for the team or for the company. AML does not work that way, and it is not the way we earn money. More transactions, non -frozen transactions, are more profitable. AML specialists do not earn income from freezing funds, the quality of our work is what influences our wages.
Question: What helps you not to go crazy to become entangled between angry scammers, regulators and companies?
Chloé: This is a very difficult question! Because we don’t want our words to come back and chase ourselves like that one embarrassing karaoke evening 😅
Ophelia: Who said something helps us?
Juniper: Love for crypto AML, compliance and antifraud as they are. Trust the web3 room more transparent. Also appreciation of researchers and victims who received their money back.
Question: If the compliance team had a motto or slogan, what would that be?
“The horrors continue to exist, but me too”
At the moment the cats are in fact part of the team.
More than milestones
Ten years ago we launched Changelly to make Crypto easy. A fast, reliable and safe bridge between Fiat and Blockchain. Today we still do that – just on a much larger scale.
But even with 600+ partners on board and more than 1,000 supported assets, some things have not changed. Behind every seamless exchange is a team that really cares. People who sleep over AML -rendering details. People who remain friendly, even under pressure.
This is the part of Crypto that does not always make the headlines. But it is the reason that millions of users trust us.
