Customer Success Agent - Ethena Pay
"What You'll Be Doing"
What You'll Be Doing
Work the queue: handle inbound tickets across Zendesk, Telegram and X, consistently meeting published first-response and resolution targets.
Resolve money-movement issues safely, including 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 with judgement, knowing when a case needs the CSM, Finance, Compliance or Engineering — such as disputes and chargebacks, suspected fraud, sanctions hits or incidents — and handing it over with full context.
Make every ticket count as data: tag and categorise accurately so weekly cluster and contact-rate reporting is reliable, and route bugs to Product and Engineering with clear reproduction steps, user impact and evidence.
Hold a high quality bar: write accurate, clear, human replies, take part in response QA, act on feedback, and proactively reach out to affected users during incidents using approved communications.
Shrink the queue by drafting and maintaining macros and help-centre articles, flagging repeat contact reasons, and suggesting product or self-serve fixes.
Work with rails partners, following up on individual cases with the card issuer, on/off-ramp, KYC and wallet partners through escalation paths owned by the CSM, and logging vendor issues as they arise.
Use AI well: apply AI-assisted triage and drafting to move faster, always checking output for accuracy and tone, especially where money is involved.
What We're Looking For
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.
Confidence working in a helpdesk tool (Zendesk ideally), including triage, tagging, macros and help-centre content.
Excellent written English, with the ability to explain complex things simply, stay calm and empathetic with frustrated users, and get the facts right.
Comfort with crypto basics: stablecoins, self-custodial wallets, on-chain transactions and reading a block explorer.
Strong judgement, following process where money is involved and knowing when to escalate rather than guess.
A track record of quality backed by numbers, such as CSAT, QA scores or resolution times.
Agent-native working habits, already using AI tools to triage, draft replies and summarise issues, while checking output before it reaches a user.
Bonus Points
Fluency in a second language, supporting the move 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.
About Ethena Labs
Ethena Labs is at the forefront of the decentralized finance (DeFi) revolution, building innovative Web3 infrastructure that redefines the future of money. We are the creators of USDe, a synthetic dollar protocol designed to provide a censorship-resistant, scalable, and stable cryptocurrency solution, independent of traditional banking systems. Our mission is to empower a global, open financial system by leveraging the power of blockchain technology and crypto-native assets. We cultivate a dynamic and globally remote culture built on trust, innovation, and a shared passion for Web3. Our team comprises brilliant minds dedicated to pushing the boundaries of what's possible in DeFi, fostering an environment where bold ideas are encouraged and collaborative problem-solving thrives. At Ethena Labs, you'll be part of a pioneering team tackling complex challenges and delivering solutions that have a tangible impact on the evolving digital economy. Join Ethena Labs and contribute to shaping the next generation of financial primitives. If you're a talented individual seeking to make a significant mark in the blockchain space, with a desire to work on groundbreaking crypto projects within a flexible, high-performance environment, we invite you to explore opportunities with us. Come build the future of finance, one decentralized block at a time.
Ready to Apply?
To submit your application for this position, please visit Ethena Labs's official website and follow their application process.