Remote Customer Success Agent — Money Movement Expert

Ethena Labs; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

Ethena Labs is hiring a Remote Customer Success Agent as a frontline member of the support team. You will handle inbound tickets across Zendesk, Telegram and X, addressing complex money-movement issues while contributing to content and playbook improvements.

You’ll collaborate with Engineering, Finance and Compliance to drive smoother resolution and prevent recurring problems. You should bring 2+ years in consumer money-product support, strong English writing, and familiarity with AI-assisted

Qualifications

• 2+ years in frontline support for a live consumer money product.
• Experience resolving money-movement tickets and KYC issues.
• Comfortable with Zendesk and helpdesk triage workflows.
• Excellent written English with clear, empathetic communication.

Responsibilities

• Work the queue across Zendesk, Telegram and X, meeting first-response targets.
• Resolve money-movement issues: transfers, refunds, card issues and KYC.
• Escalate cases to CSM, Finance, Compliance or Engineering with full context.
• Tag and categorize tickets to enable reliable weekly metrics.
• Maintain high-quality replies and participate in response QA.
• Draft macros and help-center content to shrink the queue.
• Coordinate with partners and log issues with clear reproduction steps.

Skills

Front-line support

Money product

Zendesk

AI tools

Written English

Crypto basics

Good judgment

CSAT metrics

Multilingual

Tools

Runbooks

Help-center content

AI-assisted triage

KYC checks

Job description

Ethena Labs is hiring a Remote Customer Success Agent as a frontline member of the support team. You will handle inbound tickets across Zendesk, Telegram and X, addressing complex money-movement issues while contributing to content and playbook improvements.

You’ll collaborate with Engineering, Finance and Compliance to drive smoother resolution and prevent recurring problems. You should bring 2+ years in consumer money-product support, strong English writing, and familiarity with AI-assisted