About the role
Nansen surfaces the signal and creates winners in the future of finance. We're building a new way to trade: agentic, onchain, and fully integrated. From analytics to execution, we're the platform where investors find alpha and act on it.
We're building a world-class support team in Bhutan to be closer to our users around the clock. This is an early and important hire — you'll be among the first on the ground, working directly with our global CS and product teams.
The Role
As a Customer Support Agent, you'll be the human behind the help. You'll work alongside our AI support agent (Thor) to resolve user issues, escalate where needed, and make sure every Nansen user feels genuinely taken care of.
This isn't a ticket-grinding job. We're building a lean, AI-augmented support function — that means you'll handle the cases that need real judgment, empathy, and creative problem-solving, while Thor handles the repetitive front line.
What You'll 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
- Escalate complex technical or product issues to the appropriate internal teams with clear documentation
- Work alongside Thor (our AI support agent) — reviewing AI-generated responses, catching errors, and improving its outputs over time
- Collect and surface user feedback to the product team
- Help build and maintain our support knowledge base (FAQs, help docs, canned responses)
- Participate in onboarding sessions and ongoing training as the product evolves
What We're Looking For
Must-haves:
- Strong written English — clear, concise, and empathetic
- 3–5 years of customer support, customer success, or service experience
- Comfortable working with digital tools and picking up new software quickly
- Patient, detail-oriented, and calm under pressure
- Genuinely curious about crypto and blockchain — you don't need to be an expert, but you need to want to become one
Nice to haves:
- Prior exposure to crypto, DeFi, or fintech products (even as a user)
- Experience working in a tech startup or fast-paced environment
- Familiarity with support tools (Zendesk, Intercom, or similar)
- Experience working with AI-assisted tools
Aplyr's read
Nansen is a cutting-edge blockchain analytics platform, ideal for data enthusiasts and crypto experts aiming to transform raw data into actionable insights.
What's promising
- •Nansen's platform offers real-time blockchain analytics, crucial for informed cryptocurrency investing.
- •The company is expanding, hiring roles across customer support, legal, and growth sectors.
- •Nansen's use of on-chain data provides unique insights not available through traditional analytics.
What to watch
- •The volatile nature of the cryptocurrency market poses inherent risks.
- •Limited public information about Nansen's financial stability and long-term viability.
- •High dependency on the fluctuating interest in blockchain and cryptocurrencies.
Why Nansen
- •Nansen leverages on-chain data, setting it apart from competitors relying on off-chain information.
- •The platform's real-time analytics capability offers a competitive edge for active traders.
- •Nansen's focus on actionable insights helps users make data-driven decisions quickly.
Aplyr’s read is generated by AI from public sources. Was it useful?
About Nansen
Nansen is a blockchain analytics platform that provides insights and data for cryptocurrency investors and traders, leveraging on-chain data to help users make informed decisions.
