Customer Support Agent (Web3)

TL;DR

Customer Support Agent (Web3): Managing user support requests across Zendesk and Discord for a blockchain analytics platform with an accent on complex problem-solving and AI-human collaboration. Focus on triaging technical issues, improving AI support outputs, and bridging user feedback to the product team.

Location: Must be based in Bhutan

Company

hirify.global is a platform that provides onchain analytics and execution tools for investors in the future of finance.

What you will 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.
• Collaborate with the AI support agent (Thor) to review AI-generated responses and improve outputs.
• Document and escalate complex technical or product issues to internal teams.
• Build and maintain the support knowledge base, including FAQs and help documentation.
• Collect and surface user feedback to the product team.

Requirements

• Must be based in Bhutan.
• 3–5 years of experience in customer support, customer success, or service.
• Strong written English proficiency—clear, concise, and empathetic.
• Genuine curiosity about crypto and blockchain.
• Ability to pick up new software and digital tools quickly.
• Patient, detail-oriented, and calm under pressure.

Nice to have

• Prior exposure to crypto, DeFi, or fintech products.
• Experience working in a tech startup or fast-paced environment.
• Familiarity with support tools such as Zendesk or Intercom.
• Experience working with AI-assisted tools.

Culture & Benefits

• Opportunity to be one of the first hires on the ground in Bhutan.
• Collaboration with global customer success and product teams.
• AI-augmented workflow, focusing on tasks requiring judgment and empathy over repetitive ticketing.
• Dynamic work environment at the intersection of finance and blockchain technology.