Customer Support Agent

You will act as the human behind support, working alongside an AI support agent to resolve user issues and escalate when needed. You will respond to requests across Zendesk and Discord, investigate account access, billing, data discrepancy and product usage issues, document and escalate complex technical problems, review and improve AI-generated responses, collect user feedback for product teams, maintain help documentation and participate in onboarding and ongoing training.

Responsibilities

• Respond to user support requests across Zendesk and Discord
• Triage, investigate, and resolve account access issues
• Manage and resolve billing inquiries
• Investigate and address data discrepancies and product usage issues
• Escalate complex technical or product issues with clear documentation
• Review AI-generated responses and improve AI outputs
• Collect and surface user feedback to product teams
• Build and maintain support knowledge base and help docs
• Participate in onboarding sessions and ongoing training

Requirements

• Strong written English with clear, concise, and empathetic communication
• 3–5 years of customer support, customer success, or service experience
• Comfortable using digital tools and quick to pick up new software
• Patient, detail-oriented, and calm under pressure
• Genuine curiosity about crypto and blockchain (no expert level required)
• Prior exposure to crypto, DeFi, or fintech products (nice to have)
• Experience working in a tech startup or fast-paced environment (nice to have)
• Familiarity with support tools such as Zendesk or Intercom (nice to have)
• Experience with AI-assisted tools (nice to have)