Customer Support Associate

Festanstellung, Vollzeit · 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

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