Customer Success Agent - Ethena Pay

Workplace: fully Role Overview The Customer Success Agent is a front-line role on the Ethena Pay support team. You'll report directly to the Customer Success Manager, and be one of the first people we hire into the function. Most of your time will be spent in the queue, answering users across Zendesk, Telegram and X — including the tricky ones where real money is delayed or stuck. The rest goes into making the queue smaller: sharper macros, better help-centre content, and clear signals to Product, Engineering, Finance, Compliance and GTM team about what's causing tickets. Support is one of the places a money product can genuinely stand out, and few competitors set a high bar. We want users to talk about how good our support is, and we want ticket volume to fall because the reasons behind it are being removed. You'll sit inside the product team and work day to day with Engineering, Finance and Compliance. As the support and payments-ops organisation grows toward follow-the-sun and multilingual coverage, there's real room to grow with it. Role 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. Required Skills and Experience 2+ years in front-line support for a live consumer money product — a neobank, payments company, card programme, exchange or crypto money app — where mistakes could move, lose or delay real customer funds. Hands-on experience resolving money-movement tickets, such as failed or stuck transfers, card declines, refunds, account verification or KYC issues. Confident working in a helpdesk tool (Zendesk ideally): triage, tagging, macros and help-centre content. Excellent written English. You explain complex things simply, stay calm and empathetic with frustrated users, and get the facts right. Comfortable with crypto basics: stablecoins, self-custodial wallets, on-chain transactions and reading a block explorer. Strong judgement: you follow process where money is involved and know when to escalate rather than guess. A track record of quality, backed by numbers — CSAT, QA scores or resolution times you're proud of. Agent-native working: you already use AI tools to triage, draft replies and summarise issues, and you check the output before it reaches a user. Nice to Have Fluency in a second language — we're building toward multilingual coverage. Experience with disputes and chargebacks, fraud triage or KYC/AML operations. Experience supporting users in community channels such as Telegram, Discord or X. Experience in an early-stage support team, including writing or improving runbooks and help-centre content. Experience working in shift-based or follow-the-sun support across time zones.