In this interview, Maryna Nesterenko, the Head of Customer Support at Trustee Plus, sits down with Danylo to discuss the inner workings of one of the industry's fastest-growing support teams. From handling unusual user requests to navigating the complexities of European regulation, Maryna provides a deep dive into how Trustee Plus manages over a million users and what it takes to bridge the gap between traditional banking and the world of digital assets.
From Babysitting to Blockchain: Maryna’s Journey
Danylo: Let’s start simple. Could you introduce yourself and explain your role at Trustee Plus?
Maryna Nesterenko: I am the Head of Customer Support at Trustee Plus. I lead the largest team in the company — currently over 30 people — responsible for managing all customer replies and tickets. Interestingly, I started my career in crypto three years ago with Trustee Plus. Before that, I worked as a babysitter and a manager for a kids' talent festival. That experience actually helped me learn how to manage a large team and stay calm under stress.
Danylo: For those who are new, how would you describe Trustee Plus in simple words?
Maryna Nesterenko: It is a custodial crypto wallet designed to make crypto easy for daily use. For a newcomer, it feels like a familiar banking app rather than a complicated exchange with transaction hashes and seed phrases. We offer features like mass payments for salaries or gifts, a personal IBAN for euro transfers, and a crypto card for instant daily purchases.
The Wild Side of Support: "Happened or Never Happened"
Danylo: I’ve prepared a few scenarios. You tell me if they actually happened in your support chats. Users asking support to lend them money?
Maryna Nesterenko: Happened. It’s actually not that rare.
Danylo: Someone sending a "dickpick"?
Maryna Nesterenko: That has never happened, but we have received nude pictures from women.
Danylo: Users flirting with the support team?
Maryna Nesterenko: Too many times to count. Most of our team members are girls, so they often have to politely mention they have a husband, even if they are only 18.
Danylo: Someone writing to support just to chat?
Maryna Nesterenko: Yes, every day. We often act as psychologists for our users. One user even asked us for a dumpling recipe, and we actually gave it to them because we want to be as helpful as possible.
Market Volatility and the Impact of MiCA
Danylo: How do users react when the market swings?
Maryna Nesterenko: When the market goes up, everyone wants to buy; when it drops, people panic and want to sell everything because they fear losing money. The most common question we get when Bitcoin drops is, "When will it go up again?" Unfortunately, we aren't market makers, so we don't have that answer.
Danylo: There is a lot of talk about MiCA regulation in Europe. What does it mean for the average user?
Maryna Nesterenko: MiCA is a unified regulation for all 27 EU countries. It’s designed to protect customers from fraud and provide clarity on where funds are coming from. While some people fear regulation, it actually helps services provide crypto tools more safely. It’s essentially writing the "rules of the game" for the crypto world.
How the Support "Pyramid" Functions
Danylo: How is the team organized internally to handle such a large volume of requests?
Maryna Nesterenko: We operate like a pyramid with three levels:
- Junior Managers: Handle simple, common questions about fees or service basics.
- Middle Specialists: Step in for more detailed issues.
- Senior Managers: Deal with complicated blockchain-related problems. We also have specialized departments for AML (Anti-Money Laundering) and payments to handle card transactions and security checks.
Danylo: Do you use AI to replace human managers?
Maryna Nesterenko: We only use AI for two things: translating replies (so we can support almost any language, like Spanish or Hindi) and speeding up workflows with internal buttons for common issues. However, we avoid those annoying "AI bots" that force you to ask for a human five times. If a user wants to talk to a person, they usually get one within a minute.
Common Mistakes and the Future of Finance
Danylo: What is the most common mistake users make?
Maryna Nesterenko: Forgetting the "Memo" or "Tag" when sending coins like XLM, XRP, or GRAM. Without that identifier, the transaction can't be deposited instantly, and the user has to wait for support to manually credit it.
Danylo: Looking ahead, where do you see the financial world in 5 to 10 years?
Maryna Nesterenko: I believe crypto will move toward full global legalization. In a few years, crypto will be treated as "usual finance." We are seeing a trend where users no longer want ten different apps; they want one "super app" where they can receive a salary, pay rent via IBAN, and buy coffee with a crypto card without the bureaucracy of traditional banks.
Security Tips from the Head of Support:
- Enable 2FA: Do this immediately when registering for any new service.
- Protect Your Seed Phrase: Never store it in your phone's notes or on a loose piece of paper that could be mistaken for trash.
- Stay Calm: Panic leads to chaos. Keep a cool head when managing your finances.
