Customer Support Agent

Nansen surfaces the signal and creates winners in the future of finance. We're building a new way to trade: agentic, onchain, and fully integrated. From analytics to execution, we're the platform where investors find alpha and act on it. We're building a world-class support team in Bhutan to be closer to our users around the clock. This is an early and important hire — you'll be among the first on the ground, working directly with our global CS and product teams. 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 Additional Information: If your application is successful and you progress to the offer stage, you will be required to complete two professional reference checks and a basic background screening as part of our hiring process.