Customer Support Agent
Nansen is hiring a Customer Support Agent in Bhutan to join a world-class support team, working alongside an AI agent to resolve user issues with empathy and judgment. This early hire role offers the chance to shape the support function in a fast-paced crypto analytics company.
Responsibilities
- 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 appropriate internal teams with clear documentation
- Work alongside AI support agent (Thor) — reviewing AI-generated responses, catching errors, and improving outputs over time
- Collect and surface user feedback to the product team and help build and maintain support knowledge base
About the role
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.
About Nansen
Visit job-boards.greenhouse.io for more.