Customer Support Agent

Traditional credit was built for people who already have money. Requirements for credit history, collateral, and costly underwriting create insurmountable barriers for those who need capital most. Over 1.4 billion people lack access to credit. A vendor in Lagos earns cash daily but can't prove a steady income. A Colombian nurse with years of perfect informal repayments remains invisible to banks.

We built an alternative called Credit. Since December 2024, it has issued hundreds of thousands of undercollateralized loans using stablecoins. People from around the world have used these loans to pay for things like groceries, medicine, and transportation. Backed by $6.6 million from Paradigm and Nascent, we're scaling a system that has already reached half a million unique borrowers. Help us take it to the next level.

About the role

We seek a Customer Support Agent to support users of our products, including Credit, our leading undercollateralized lending system. You'll be the primary point of contact for our users, helping them with questions, issues, and feedback.

As a key member of our team, you'll work directly with the founders to identify user pain points, report bugs, and suggest product improvements. You'll have a direct impact on thousands of daily users.

Key responsibilities

• Handle customer inquiries, issues, and complaints through multiple channels (Intercom, Email, Facebook)

• Troubleshoot and resolve user-reported issues using internal tools and resources

• Communicate with the engineering team to report bugs, technical issues, and user feedback

• Monitor and document product updates and new features, keeping users informed and support materials updated

• Compile reports on user activity and support trends, highlighting insights for product and engineering teams

Requirements

• 2+ years of customer service experience

• Excellent communication and moderation skills

• Strong problem-solving abilities and attention to detail

• Collaborative team player with a transparent work approach

Nice to have

• Knowledge of best practices for customer service

• Experience with customer support platforms, such as Intercom and Zendesk

• Familiarity with blockchain mechanics, explorers (Etherscan, Worldscan), and lending protocols

• Experience doing customer support in fintech or crypto

Divine Research is an equal opportunity employer.