Payments Customer Success Specialist

Ethena GmbH; United States; Remote; USD 60,000 - 85,000; Full time

Job summary

Ethena GmbH is seeking a Customer Success Agent to join the Pay support team. You will handle inbound tickets across Zendesk, Telegram and X, resolving money-movement issues and escalating where needed.

You will contribute to help-center content and runbooks while collaborating with Engineering, Finance and Compliance. Ideal candidates have 2+ years in live consumer money product support, strong English writing, and comfort with crypto basics.

Qualifications

• 2+ years in front-line support for live consumer money products.
• Experience resolving money-movement issues like transfers, refunds or KYC.
• Strong written English, calm and empathetic under pressure.
• Familiarity with helpdesk tools, tagging, macros and content.

Responsibilities

• Work the queue: handle inbound tickets across Zendesk, Telegram and X, and consistently hit our published first-response and resolution targets.
• Resolve money-movement issues safely: work through stuck or failed withdrawals, card and spend issues, on/off-ramp problems, refunds and KYC questions using our runbooks, four-eyes checks and audit trails.
• Escalate with judgement: know when a case needs the CSM, Finance, Compliance or Engineering - disputes and chargebacks, suspected fraud, sanctions hits or anything that looks like an incident - and hand it over with full context.
• Make every ticket count as data: tag and categorise accurately so the weekly cluster and contact-rate read is reliable. Route bugs to Product and Engineering with clear reproduction steps, user impact and evidence.
• Hold a high quality bar: write replies that are accurate, clear and human. Take part in response QA, act on feedback, and reach out proactively to affected users during incidents using approved comms.
• Shrink the queue: draft and maintain macros and help-centre articles, flag repeat contact reasons, and suggest product or self-serve fixes that would remove them.
• Work with our rails partners: follow up on individual cases with our card issuer, on/off-ramp, KYC and wallet partners through the escalation paths the CSM owns, and log vendor issues as they happen.
• Use AI well: use AI-assisted triage and drafting to move faster, and always check the output for accuracy and tone - especially where money is involved.

Skills

Front-line customer support

Money product knowledge

Clear written English

Empathy and communication

Attention to detail

AI-assisted triage

Data tagging and analytics

Tools

Zendesk

Telegram

X (Twitter)

AI drafting tools

Job description

Ethena GmbH is seeking a Customer Success Agent to join the Pay support team. You will handle inbound tickets across Zendesk, Telegram and X, resolving money-movement issues and escalating where needed.

You will contribute to help-center content and runbooks while collaborating with Engineering, Finance and Compliance. Ideal candidates have 2+ years in live consumer money product support, strong English writing, and comfort with crypto basics.