Inside Changelly: 10 Years of Steadfast Support and Compliance

An interview with the people who keep your crypto journey secure, seamless, and genuinely human. This year, Changelly turned 10. That’s a decade of building, improving, and showing up every day for crypto users around the world. Over 10 million users have put their trust in us. Over the past decade, we’ve integrated with 185 blockchains and 1,000+ assets, and partnered with 600+ global companies—building one of the most robust ecosystems in crypto. But milestones like these don’t happen on their own. They’re made possible by the people behind the screens. So we sat down with members of our 24/7 teams: compliance and support . One keeps your experience safe and transparent, even during the most complicated cases—for example, helping recover stolen funds, like in the Bithumb XRP hack case or the recent ByBit hack investigation . The other makes sure you’re never alone when something goes wrong: according to the latest Bitcoinist review , “unlike numerous services integrated with AI-powered chatbots, Changelly’s customer support is live and available to resolve disputes 24/7.” They’re the ones answering your questions, managing risk, and helping shape the crypto industry from the inside. They’ve seen it all: panics, peaks, misconceptions, and memes. This interview is about them—their values, their stories, and the humor (and blobfish stress toys) that get them through the day. Support: Empathy, Emojis, and Everything In Between They’re the team that stays calm when crypto gets loud—or at least they pretend to, while yelling into the air and squeezing stress toys. These unsung heroes shared a few of their funniest moments, biggest challenges, and why they still love what they do. Q: What’s the most memorable customer interaction you’ve ever had? Olivia: One of the most memorable support conversations I’ve had lasted over an hour—and it wasn’t just about troubleshooting. We ended up chatting about everything from crypto to random fun facts, totally beyond the scope of our service. It was a genuine and refreshing human connection that made my day. Myrra: I can’t really pick a specific one. But every dialogue where at the end of it a customer sincerely and heartily wishes me a good day—it makes me smile and shine, literally every time. Dennis: Had a customer that was a member of one of my favorite bands (didn’t blow my cover of course but assisted the hell out of this person). Q: How do you stay calm and helpful during high-stress situations like a market crash or hype? Aleena: I have a couple of stress toys—one of them is a blobfish toy with a truly pitiful expression. When I look at its miserable pink face, I feel like it understands; and squeezing it washes all the tension away. Another thing that helps is whining to my colleagues—we wail, we joke, we share the workload, and every time we make it through. You know it’s a rough day when the blobfish looks better than you do... Myrra: I remind myself that all these people need help, and I am the person who can provide it. Also, I hug my cat a lot. She’s not just a cat, she’s a therapist with fur and judgmental eyes. Dennis: I eat heaps of chocolate. Bella: I imagine being in our customers’ shoes, which helps me understand why they are sometimes not the politest or the most patient. I also yell up into the air a lot Monica: I’m just screaming. Q: What’s one piece of advice you’d give to every crypto user to make support interactions smoother? Olivia: Please be patient. If there’s a delay, chances are we’re already on top of it and working to resolve things as quickly as possible. We totally understand how stressful it can be to wait for your funds to show up—we’re monitoring the situation closely, and we feel that tension too. Your trust means everything to us, and we’re doing all we can to make things right. Myrra: We genuinely understand your frustration when something goes wrong, but please, don’t flush it all onto us. We’d like you to remember that we are only interested in helping you as much as we can. It just would be so humane if you simply are polite. Dennis: Thorough explanation of the issue and patience are the key factors. If anything goes not as fast as you would wish it could be, trust us, we do not make the ETAs up just to make the customer angry. Bella: Please read all the notifications and warnings carefully (they’re there for a reason), double-check everything before sending your crypto. Some mishaps are easy to resolve, but sometimes there is no technical possibility to fix the situation. Monica: Please believe that our support team does not want to cheat you or smth like that, our main aim is to help you and resolve your case. Q: How has the support team evolved over the last 10 years? Any milestones you’re especially proud of? Myrra: Oh, I haven’t been around for that long, but I’ve heard stories about support agents fighting for chats and tickets, as there were so few of them. Damn, can you imagine that? Because now every one of us usually talks to several people at the same time, and that’s on a regular, not-too-busy Wednesday. Dennis: Been here for about a year and I can truly see how we grow up professionally. Monica: Since 2018, the amount of chats/tickets has increased X10. Now we have automated processes which help us not go crazy. Q: What emoji best describes your day-to-day life in support, and why? Myrra: : Sometimes customers need not only a resolution but also a distant tap on their shoulder. So we often say things like “it’s okay” or “don’t worry” when customers are worried about some technical mistakes they made which we need to resolve. Because it usually really is okay. Just be patient and we’ll figure it out. Dennis: Bella: Sometimes the workload is so heavy that I feel like this crazy cat, trying to focus on everything at once: Compliance: Fighting Misconceptions, One Rule at a Time As crypto matures, AML compliance becomes more than a checkbox—it’s a cornerstone of trust. We asked the team what really goes on behind the scenes, what keeps them up at night, and what they wish more users understood. Q: Can you explain what “AML compliance” means in the crypto world—in plain English? Why is compliance crucial for the crypto industry? Valerye: AML compliance is the process of improving the AML “ecology” of the business. This just means making sure our business practices (and our money) are as clean as possible. The healthier this ecology, the better the longevity of the business, making it a safer space for users and investors both. Q: What’s been the biggest challenge in crypto compliance over the past decade? Juniper: One of the most significant challenges is increasing regulatory pressure. Unfortunately, introducing new rules often happens without consulting with crypto businesses or searching for mutually agreeable solutions. Partially that happens because of many businesses themselves not being proactive and implementing AML measures in a timely manner, just reluctantly following what Law Enforcement Agencies and regulators demand. Q: 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 businesses and regulators. We aim to serve our customers and support them on their crypto journey, so any adjustments on our end, big or small, if possible at all, we will do our best to make them happen. Q: What’s one myth about AML compliance you’d love to bust once and for all? Juniper: There are many misconceptions about practical crypto AML. Some crypto companies see AML as a burden to the business. So they tend to do it as little and as formally as possible, which sometimes could look even worse than not doing it. Maurice: Some users think that we freeze their funds just because it’s profitable for the team, or for the company. AML doesn’t work like that, and it’s not the way we make money. More transactions, not frozen transactions, are more profitable. AML specialists earn no income from freezing funds, the quality of our work is what influences our pay. Q: What helps you not to go crazy being caught up between angry scammers, regulators and business? Chloé: This is a very tricky question! Because we don’t want our words to come back and haunt us like that one embarrassing karaoke night Ophelia: Who said that anything helps us? Juniper: Love of crypto AML, compliance and antifraud as they are. Trust in making the Web3 space more transparent. Also, appreciation from investigators and victims who received their funds back. Q: If the compliance team had a motto or catchphrase, what would it be? “The horrors persist but so do I” At this point, the cats are basically part of the team. More Than Milestones Ten years ago, we launched Changelly to make crypto simple. A fast, reliable, and secure bridge between fiat and blockchain. Today, we’re still doing that—just on a much bigger scale. But even with 600+ partners onboarded and 1,000+ assets supported, some things haven’t changed. Behind every seamless exchange is a team that genuinely cares. People who lose sleep over AML compliance details. People who stay kind, even under pressure. 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