The Role
As a Customer Support Agent, you'll be the human behind the help. You'll work alongside our AI support agent (Thor) to resolve user issues, escalate where needed, and make sure every Nansen user feels genuinely taken care of. This isn't a ticket-grinding job. We're building a lean, AI-augmented support function — that means you'll handle the cases that need real judgment, empathy, and creative problem-solving, while Thor handles the repetitive front line. ## What You'll Do
- 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
What We're Looking For
Must-haves:
- 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
Nice to haves:
- 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