Customer Success Agent
Ethena is a DeFi protocol enabling the creation of USDe, a synthetic dollar, and offering internet-native yield through staking.
Funding history
Investors
About Ethena
Ethena is a decentralized finance protocol that allows users to mint USDe, a synthetic dollar, using liquid staking tokens as collateral. The platform also offers staking of USDe to earn yield in the form of sUSDe. Ethena aims to provide a stable, high-yield asset for the crypto ecosystem, combining the stability of a dollar-pegged token with the benefits of decentralized finance.
Skills
About the Role
You will provide front-line support for Ethena Pay users across Zendesk, Telegram, and X. You will resolve payment and account issues, escalate sensitive cases, maintain accurate ticket data, improve support content and macros, and use AI-assisted workflows while checking every output for accuracy and tone.
Requirements
- 2+ years of front-line support experience for a live consumer money product where errors could affect customer funds.
- Experience resolving money-movement tickets, including failed or stuck transfers, card declines, refunds, account verification, or KYC issues.
- Experience using a helpdesk tool, ideally Zendesk, for triage, tagging, macros, and help-centre content.
- Excellent written English.
- Knowledge of stablecoins, self-custodial wallets, on-chain transactions, and block explorers.
- Strong judgment and ability to follow processes and escalate appropriately.
- Demonstrated quality metrics such as CSAT, QA scores, or resolution times.
- Experience using AI tools for triage, drafting replies, and summarising issues.
Responsibilities
- Handle inbound support tickets across Zendesk, Telegram, and X while meeting first-response and resolution targets.
- Resolve stuck or failed withdrawals, card and spend issues, on/off-ramp problems, refunds, and KYC questions using runbooks, four-eyes checks, and audit trails.
- Escalate disputes, chargebacks, suspected fraud, sanctions hits, incidents, and other sensitive cases with full context.
- Tag and categorise tickets accurately and route product bugs with reproduction steps, user impact, and evidence.
- Write accurate, clear, and human responses; participate in response QA and proactively contact affected users during incidents using approved communications.
- Draft and maintain macros and help-centre articles; identify recurring contact reasons and suggest product or self-service fixes.
- Follow up with card issuer, on/off-ramp, KYC, and wallet partners through established escalation paths and log vendor issues.
- Use AI-assisted triage and drafting while reviewing outputs for accuracy and tone.