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Jobs(30,547)/Sales Representative Role(457)/Nansen (2) - Customer Support Agent
Nansen

Nansen - Customer Support Agent

Bhutan - Asia-Pacific *2mo ago
In OfficeMidAPACCryptocurrencyFintechSales RepresentativeCustomer SuccessZendeskIntercomDiscordDocumentation

Requirements

• Strong written English — clear, concise, and empathetic • 3–5 years of customer support, customer success, or service experience • Comfortable working with digital tools and picking up new software quickly • Patient, detail-oriented, and calm under pressure • Genuinely curious about crypto and blockchain — you don't need to be an expert, but you need to want to become one • Prior exposure to crypto, DeFi, or fintech products (even as a user) • Experience working in a tech startup or fast-paced environment • Familiarity with support tools (Zendesk, Intercom, or similar) • Experience working with AI-assisted tools

Responsibilities

• Respond to user support requests across Zendesk and Discord community channels • Triage, investigate, and resolve issues related to account access, billing, data discrepancies, and product usage • Escalate complex technical or product issues to the appropriate internal teams with clear documentation • Work alongside Thor (our AI support agent) — reviewing AI-generated responses, catching errors, and improving its outputs over time • Collect and surface user feedback to the product team • Help build and maintain our support knowledge base (FAQs, help docs, canned responses) • Participate in onboarding sessions and ongoing training as the product evolves

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