Customer Support Associate

Permanent employee, Full-time · India, Morocco

Your mission

The Hashgraph Group (THG) is a global organization headquartered in Switzerland, and is a part of the Hedera Hashgraph (“Hedera”) ecosystem.

Hedera is a revolutionary proof-of-stake public Distributed Ledger Technology (DLT) network that is fast emerging as the gold standard in DLT for enterprise-grade solutions and decentralized applications (dApps). Hedera is governed by a council of the world’s leading organizations - which include Google, Boeing, IBM, Dell, Deutsche Telekom, LG, Abrdn, London School of Economics, to name a few.

THA works closely with enterprises, startups, governments, and academic and training institutions around the world to deliver financing, custom-design solutions, and professional training and innovation programs, aimed at accelerating the development and utilization of the Hedera Hashgraph network.

Your profile

What You’ll Do

AI-Augmented Support & Triage

· Monitor live support queues, stepping in when AI flags complex or sensitive issues.

· Seamlessly “take over” from AI to resolve high-priority or emotionally charged cases.

· Validate AI-generated responses for accuracy and empathy before they reach users.

· Tag and categorize tickets to help train and improve our AI models.

Technical Troubleshooting & On-Chain Analysis

· Use block explorers (HashScan, Arkhia, DragonGlass) to verify transactions and balances.

· Diagnose errors using Hedera response codes and explain them in plain English.

· Investigate “missing funds” cases, identify smart contract risks, and resolve wallet issues.

Security & Community Protection

· Act as a human firewall: spot phishing, scams, and suspicious activity.

· Educate users on self-custody and security best practices—never handle private keys.

Continuous Improvement & Collaboration

· Document new issues and contribute to evolving Standard Operating Procedures (SOPs).

· Gather technical artifacts for escalation, ensuring smooth handoffs to engineering teams.

What You Bring

· Web3/DLT Literacy: You understand blockchain basics, wallets, and exchanges.

· Empathy & Communication: You translate complex concepts into clear, reassuring guidance.

· Analytical Mindset: You investigate, not just escalate.

· Adaptability: You thrive in a fast-paced, 24/7 global environment.

· Language Skills: Native-level English, both written and spoken.

Bonus Points For:

· Experience with ITSM tools (especially with AI features).

· Crypto/Fintech support background.

· Familiarity with Hedera wallets (HashPack, Blade, WallaWallet) and Ledger devices.

· Experience improving chatbot/LLM performance.

Why us?

What we offer

A unique opportunity to be a part of the world’s leading DLT ecosystem
Significant career growth potential in a fast growing sector
Working with colleagues and on projects across the globe
Open and direct communication, flat structures
Flexible working hours
Competitive salary package

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About us

The Demo Daten GmbH is a fictional company created by Personio to familiarize our customers with our software.

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Your application!

We appreciate your interest in The Hashgraph Association. Please fill in the following short form. Should you have any difficulties in uploading your files, please contact us by mail at recruitment@hashgraph-group.com