Payments Support Specialist

Ethena Labs; Lisboa; Presencial; EUR 30 000 - 42 000; Tempo integral

Resumo da oferta

Ethena Labs in Lisbon seeks a Customer Success Agent to join the Pay support team. You will handle front-line tickets across Zendesk, Telegram and X, resolving money-movement issues and contributing to faster, clearer customer communication.

You will collaborate with Engineering, Finance and Compliance, build helpful macro content, and push for improvements that reduce ticket volume. The role offers growth as we expand multilingual support and round-the-clock coverage.

Qualificações

• 2+ years in front-line support for a live consumer money product (neobank/payments/card/crypto) where errors affect funds.
• Hands-on experience resolving money-movement tickets (transfers, card declines, refunds, KYC).
• Confident working in a helpdesk tool (Zendesk).
• Excellent written English; calm, empathetic, clear.
• Comfortable with crypto basics: stablecoins, wallets, on-chain transactions.
• Strong judgement with money processes.
• Track record of quality with CSAT/QA scores.

Responsabilidades

• Work the queue: handle inbound tickets across Zendesk, Telegram and X, and hit our published first-response and resolution targets.
• Resolve money-movement issues safely: transfers, on/off-ramp, refunds, and KYC questions using runbooks and audit trails.
• Escalate with judgement: know when to involve CSM, Finance, Compliance or Engineering and hand over with context.
• Make every ticket count as data: tag and categorise accurately; route bugs with clear steps and evidence.
• Hold a high quality bar: write replies that are accurate, clear and human; participate in response QA.
• Shrink the queue: draft and maintain macros and help-centre articles; flag repeat contact reasons.
• Work with rails partners: coordinate with card issuers and KYC/providers and log vendor issues.
• Use AI well: use AI-assisted triage and drafting and verify output before sending to users.

Conhecimentos

Front-line support

Money movement tickets

Zendesk proficiency

Written English

Crypto basics

Strong judgement

AI-assisted drafting

Ferramentas

Zendesk

Descrição da oferta de emprego

Ethena Labs in Lisbon seeks a Customer Success Agent to join the Pay support team. You will handle front-line tickets across Zendesk, Telegram and X, resolving money-movement issues and contributing to faster, clearer customer communication.

You will collaborate with Engineering, Finance and Compliance, build helpful macro content, and push for improvements that reduce ticket volume. The role offers growth as we expand multilingual support and round-the-clock coverage.