Customer Support Agent
As a Customer Support Agent at Nansen, you will be an integral part of our support team, working closely with our AI support agent, Thor, to provide exceptional assistance to our users. This role is based in Bhutan, aligning with our commitment to offering round-the-clock support to our global user base. Nansen is dedicated to revolutionizing the future of finance by building an agentic, on-chain, and fully integrated trading platform that empowers investors with actionable insights and seamless execution.
In this position, your primary responsibilities will include responding to user support requests across platforms such as Zendesk and Discord, investigating and resolving issues related to account access, billing, data discrepancies, and product usage. You will also escalate complex technical or product issues to the appropriate internal teams with clear documentation. Collaborating with Thor, our AI support agent, you will review AI-generated responses, identify errors, and contribute to improving its outputs over time. Additionally, you will collect and relay user feedback to the product team and assist in building and maintaining our support knowledge base, including FAQs and help documentation.
The ideal candidate will possess strong written English skills, with clear, concise, and empathetic communication. A background of 3–5 years in customer support, customer success, or service experience is essential. You should be comfortable working with digital tools and quickly adapting to new software. Patience, attention to detail, and the ability to remain calm under pressure are crucial attributes. While prior exposure to crypto, DeFi, or fintech products is beneficial, a genuine curiosity about crypto and blockchain, with a willingness to become knowledgeable in the field, is highly valued.
Nansen offers a competitive salary and generous equity, along with a remote work environment that provides a flexible schedule. Our team values continuous learning and is open to testing and adopting innovative solutions, including AI. The company culture emphasizes speed, ownership, curiosity, simplicity, transparency, and courage. Employees have opportunities for personal and professional growth as the company scales, and exposure to a global network of industry experts, partners, and influencers.