About the role
When someone has a question about their money, they want a real answer from a real person, fast. As a Customer Success Specialist you will be that person. You will help customers verify accounts, track transfers, understand staking rewards and stay safe from scams. This is a part-time role of around 25 hours a week, with shifts you plan together with the team.
In your first weeks you will shadow experienced teammates, learn our tools and playbooks and handle your first conversations with a mentor reviewing each reply. After that you will own your own queue and take part in our weekly sessions where we turn common questions into better help articles.
Responsibilities
- Answer customer questions by chat and email with clear, kind and accurate replies.
- Guide new users through verification, funding and their first trade.
- Spot patterns in tickets and share them with product and engineering.
- Write and update help-center articles in plain language.
- Escalate security concerns quickly and follow every step of our playbooks.
Requirements
- Two or more years in customer support, ideally for a fintech or software product.
- Excellent written English; a second European language is a strong plus.
- Patience, empathy and attention to detail with numbers and addresses.
- A reliable internet connection and a quiet place to work.
Nice to have
- Basic knowledge of wallets, blockchains and how transfers are confirmed.
- Experience with a help desk such as Deskvane, Replyra or Chatvale.
- Interest in growing into a team lead or knowledge-base role.
What we offer
You will join a friendly support team that celebrates great answers and shares the hard tickets. Find out more about the people behind Aethel and how we look after our customers.
- An ATL token grant that vests over four years, on top of your pay.
- A yearly learning budget of $2,000 for courses, books and conferences.
- Health coverage for you and your family, wherever you live.
- Flexible hours, a home-office stipend and one team retreat every year.
Our hiring process takes about three weeks: a short application review, an intro call, a skills chat with the team and an offer. We reply to every applicant, and we are happy to adjust any step if you need accommodations.