Customer Support Agent

???? Description

• Respond to user support requests across Zendesk and Discord community channels
• Triage, investigates, and resolves account access, billing, data, and product issues.
• Escalate complex issues to internal teams with clear documentation
• Collaborate with Thor, review AI responses, catch errors, and improve outputs
• Collect and surface user feedback to the product team
• Help build and maintain our support knowledge base (FAQs, help docs, canned responses)

???? Requirements

• Strong written English — clear, concise, and empathetic
• 3–5 years in customer support, success, or service
• Comfortable working with digital tools and picking up new software quickly
• Patient, detail-oriented, and calm under pressure
• Genuinely curious about crypto and blockchain; willing to learn
• Prior exposure to crypto, DeFi, or fintech products (even as a user)

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