Money Product Support Agent - Crypto & Multilingual

Inclusively Remote; United States; A distancia; USD 52.000 - 68.000; Jornada completa

Descripción de la vacante

Ethena Pay is looking for a Customer Success Agent to join our support team and help manage the money-movement queue. You will respond to users via Zendesk, Telegram, and X, aiming for fast, accurate resolutions and high CSAT while aligning with product and engineering for root-cause fixes.

You’ll collaborate with Finance and Compliance, grow with follow-the-sun and multilingual coverage, and shape self-serve content to reduce ticket volume over time.

Formación

• 2+ years in frontline support for a live consumer money product.
• Experience resolving money-movement tickets such as transfers, declines, refunds, KYC issues.
• Proficient in a helpdesk tool (Zendesk) with triage, tagging, macros, and content.
• Excellent written English; able to explain complex stuff clearly and calmly.
• Familiar with crypto basics: stablecoins, wallets, on-chain transactions.
• Strong judgement: follow processes when money is involved.
• Proven track record with CSAT/QA scores or resolution times.

Responsabilidades

• Work the queue: handle inbound tickets across Zendesk, Telegram and X, and meet first-response targets.
• Resolve money-movement issues safely: stuck transfers, card issues, refunds, KYC, etc.
• Escalate with judgement: know when to involve CSM, Finance, Compliance, or Engineering.
• Tag and categorize tickets to ensure reliable data for metrics and routing bugs to Product/Engineering with steps.
• Write replies that are accurate, clear and human; participate in response QA and communicate during incidents.
• Shrink the queue: draft macros and help-centre content; flag repeat contact reasons; suggest self-serve fixes.
• Coordinate with rails partners: follow up on cases with card issuers and KYC/wallet partners; log vendor issues.
• Use AI tools for triage and drafting to speed up replies while checking accuracy and tone.

Conocimientos

Front-line support

Money-movement tickets

Zendesk

Excellent written English

Crypto basics

Strong judgment

CSAT/QA metrics

AI-assisted triage

Herramientas

Zendesk

AI tools

Descripción del empleo

Ethena Pay is looking for a Customer Success Agent to join our support team and help manage the money-movement queue. You will respond to users via Zendesk, Telegram, and X, aiming for fast, accurate resolutions and high CSAT while aligning with product and engineering for root-cause fixes.

You’ll collaborate with Finance and Compliance, grow with follow-the-sun and multilingual coverage, and shape self-serve content to reduce ticket volume over time.