Customer Support Agent

Customer Support Agent

Full-time/Company: Divine

Traditional credit was built for people who already have money. Requirements for credit history, collateral, and costly underwriting create insurmountable barriers for those who need capital most.

About the role

We seek a Customer Support Agent to support users of our products, including Credit, our leading undercollateralized lending system. You’ll be the primary point of contact for our users, helping them with questions, issues, and feedback.
As a key member of our team, you’ll work directly with the founders to identify user pain points, report bugs, and suggest product improvements. You’ll have a direct impact on thousands of daily users.

Key responsibilities

- Handle customer inquiries, issues, and complaints through multiple channels (Intercom, Email, Facebook)
- Troubleshoot and resolve user-reported issues using internal tools and resources
- Communicate with the engineering team to report bugs, technical issues, and user feedback
- Monitor and document product updates and new features, keeping users informed and support materials updated
- Compile reports on user activity and support trends, highlighting insights for product and engineering teams

Requirements

- 2+ years of customer service experience
- Excellent communication and moderation skills
- Strong problem-solving abilities and attention to detail
- Collaborative team player with a transparent work approach

Nice to have

- Knowledge of best practices for customer service
- Experience with customer support platforms, such as Intercom and Zendesk
- Familiarity with blockchain mechanics, explorers (Etherscan, Worldscan), and lending protocols
- Experience doing customer support in fintech or crypto

Divine Research is an equal opportunity employer.

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