10 Years of Steadfast Support and Compliance
An interview with the individuals who maintain your crypto journey safe, seamless, and genuinely human.
This 12 months, Changelly turned 10. That’s a decade of constructing, enhancing, and exhibiting up day-after-day for crypto customers all over the world. Over 10 million customers have put their belief in us. Over the previous decade, we’ve built-in with 185 blockchains and 1,000+ belongings, and partnered with 600+ world corporations—constructing probably the most strong ecosystems in crypto. However milestones like these don’t occur on their very own. They’re made attainable by the individuals behind the screens.
So we sat down with members of our 24/7 groups: compliance and help. One retains your expertise secure and clear, even throughout essentially the most difficult circumstances—for instance, serving to recuperate stolen funds, like within the Bithumb XRP hack case or the latest ByBit hack investigation. The opposite makes certain you’re by no means alone when one thing goes incorrect: in accordance with the latest Bitcoinist review, “not like quite a few providers built-in with AI-powered chatbots, Changelly’s buyer help is dwell and accessible to resolve disputes 24/7.”
They’re those answering your questions, managing danger, and serving to form the crypto business from the within. They’ve seen all of it: panics, peaks, misconceptions, and memes.
This interview is about them—their values, their tales, and the humor (and blobfish stress toys) that get them by way of the day.
Assist: Empathy, Emojis, and All the pieces In Between
They’re the crew that stays calm when crypto will get loud—or no less than they faux to, whereas yelling into the air and squeezing stress toys. These unsung heroes shared just a few of their funniest moments, greatest challenges, and why they nonetheless love what they do.
Q: What’s essentially the most memorable buyer interplay you’ve ever had?
Olivia:
Probably the most memorable help conversations I’ve had lasted over an hour—and it wasn’t nearly troubleshooting. We ended up chatting about every little thing from crypto to random enjoyable details, completely past the scope of our service. It was a real and refreshing human connection that made my day.
Myrra:
I can’t actually decide a particular one. However each dialogue the place on the finish of it a buyer sincerely and heartily needs me a very good day—it makes me smile and shine, actually each time.
Dennis:
Had a buyer that was a member of one in every of my favourite bands (didn’t blow my cowl in fact however assisted the hell out of this individual).
Q: How do you keep calm and useful throughout high-stress conditions like a market crash or hype?
Aleena:
I’ve a few stress toys—one in every of them is a blobfish toy with a really pitiful expression. After I take a look at its depressing pink face, I really feel prefer it understands; and squeezing it washes all the strain away. One other factor that helps is whining to my colleagues—we wail, we joke, we share the workload, and each time we make it by way of.
You realize it’s a tough day when the blobfish appears higher than you do…
Myrra:
I remind myself that each one these individuals need assistance, and I’m the one that can present it. Additionally, I hug my cat loads.
She’s not only a cat, she’s a therapist with fur and judgmental eyes.
Dennis:
I eat heaps of chocolate.
Bella:
I think about being in our clients’ footwear, which helps me perceive why they’re generally not the politest or essentially the most affected person. I additionally yell up into the air loads 🙂
Monica:
I’m simply screaming.
Q: What’s one piece of recommendation you’d give to each crypto consumer to make help interactions smoother?
Olivia:
Please be affected person. If there’s a delay, likelihood is we’re already on prime of it and dealing to resolve issues as shortly as attainable. We completely perceive how annoying it may be to attend to your funds to point out up—we’re monitoring the state of affairs intently, and we really feel that stress too. Your belief means every little thing to us, and we’re doing all we are able to to make issues proper.
Myrra:
We genuinely perceive your frustration when one thing goes incorrect, however please, don’t flush all of it onto us. We’d such as you to keep in mind that we’re solely fascinated by serving to you as a lot as we are able to. It simply can be so humane in the event you merely are well mannered.
Dennis:
Thorough rationalization of the difficulty and endurance are the important thing components. If something goes not as quick as you would need it could possibly be, belief us, we don’t make the ETAs up simply to make the client indignant.
Bella:
Please learn all of the notifications and warnings fastidiously (they’re there for a motive), double-check every little thing earlier than sending your crypto. Some mishaps are straightforward to resolve, however generally there isn’t any technical risk to repair the state of affairs.
Monica:
Please consider that our help crew doesn’t need to cheat you or smth like that, our most important goal is that will help you and resolve your case.
Q: How has the help crew developed over the past 10 years? Any milestones you’re particularly pleased with?
Myrra:
Oh, I haven’t been round for that lengthy, however I’ve heard tales about help brokers combating for chats and tickets, as there have been so few of them. Rattling, are you able to think about that? As a result of now each one in every of us normally talks to a number of individuals on the similar time, and that’s on an everyday, not-too-busy Wednesday.
Dennis:
Been right here for a few 12 months and I can really see how we develop up professionally.
Monica:
Since 2018, the quantity of chats/tickets has elevated X10. Now we now have automated processes which assist us not go loopy.
Q: What emoji finest describes your day-to-day life in help, and why?
Myrra:
🫂: Generally clients needn’t solely a decision but additionally a distant faucet on their shoulder. So we regularly say issues like “it’s okay” or “don’t fear” when clients are anxious about some technical errors they made which we have to resolve. As a result of it normally actually is okay. Simply be affected person and we’ll determine it out.
Dennis:
🗿
Bella:
Generally the workload is so heavy that I really feel like this loopy cat, making an attempt to deal with every little thing without delay:
Compliance: Combating Misconceptions, One Rule at a Time
As crypto matures, AML compliance turns into greater than a checkbox—it’s a cornerstone of belief. We requested the crew what actually goes on behind the scenes, what retains them up at night time, and what they need extra customers understood.
Q: Are you able to clarify what “AML compliance” means within the crypto world—in plain English? Why is compliance essential for the crypto business?
Valerye:
AML compliance is the method of enhancing the AML “ecology” of the enterprise. This simply means ensuring our enterprise practices (and our cash) are as clear as attainable. The more healthy this ecology, the higher the longevity of the enterprise, making it a safer area for customers and traders each.
Q: What’s been the largest problem in crypto compliance over the previous decade?
Juniper:
Probably the most vital challenges is growing regulatory stress.
Sadly, introducing new guidelines typically occurs with out consulting with crypto companies or looking for mutually agreeable options.
Partially that occurs due to many companies themselves not being proactive and implementing AML measures in a well timed method, simply reluctantly following what Legislation Enforcement Businesses and regulators demand.
Q: How do you steadiness innovation in crypto with ever-changing rules?
Maurice:
We want to be optimistic and hope for open discussions between respectable crypto companies and regulators. We goal to serve our clients and help them on their crypto journey, so any changes on our finish, large or small, if attainable in any respect, we are going to do our greatest to make them occur.
Q: What’s one fable about AML compliance you’d like to bust as soon as and for all?
Juniper:
There are lots of misconceptions about sensible crypto AML. Some crypto corporations see AML as a burden to the enterprise. So they have an inclination to do it as little and as formally as attainable, which generally may look even worse than not doing it.
Maurice:
Some customers assume that we freeze their funds simply because it’s worthwhile for the crew, or for the corporate. AML doesn’t work like that, and it’s not the best way we become profitable. Extra transactions, not frozen transactions, are extra worthwhile. AML specialists earn no earnings from freezing funds, the standard of our work is what influences our pay.
Q: What helps you to not go loopy being caught up between indignant scammers, regulators and enterprise?
Chloé: It is a very tough query! As a result of we don’t need our phrases to come back again and hang-out us like that one embarrassing karaoke night time 😅
Ophelia: Who mentioned that something helps us?
Juniper: Love of crypto AML, compliance and antifraud as they’re. Belief in making the Web3 area extra clear. Additionally, appreciation from investigators and victims who obtained their funds again.
Q: If the compliance crew had a motto or catchphrase, what wouldn’t it be?
“The horrors persist however so do I”
At this level, the cats are mainly a part of the crew.
Extra Than Milestones
Ten years in the past, we launched Changelly to make crypto easy. A quick, dependable, and safe bridge between fiat and blockchain. At present, we’re nonetheless doing that—simply on a a lot greater scale.
However even with 600+ companions onboarded and 1,000+ belongings supported, some issues haven’t modified. Behind each seamless trade is a crew that genuinely cares. Individuals who lose sleep over AML compliance particulars. Individuals who keep type, even below stress.
That is the a part of crypto that doesn’t all the time make headlines. Nevertheless it’s the rationale tens of millions of customers belief us.
