Customer Support Agent

nansen· Operations
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📍 Bhutan

About this 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.

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

 

Frequently Asked Questions

Is the salary disclosed for the Customer Support Agent position at nansen?
The salary for this Customer Support Agent role at nansen is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Customer Support Agent position at nansen located?
This Customer Support Agent role at nansen is based in Bhutan. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Which team or department does the Customer Support Agent at nansen belong to?
This Customer Support Agent position is part of the Operations department at nansen. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Customer Support Agent position at nansen?
Click the "Apply Now" button on this page. You will be redirected to nansen's official application portal hosted on greenhouse where you can submit your application directly.
When was the Customer Support Agent job at nansen posted?
This Customer Support Agent position at nansen was posted on May 4, 2026. Apply as soon as possible — early applications are often reviewed first.
Customer Support Agent
nansen
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