Customer Service Specialist

Blockchains, Inc. is a company focused on building privacy-first AI, identity, and trust infrastructure. They are seeking a Customer Service Specialist to be the first point of contact for customers, resolving issues and contributing to the development of their support systems.

Responsibilities:

• Answering and resolving incoming questions from individual users and business customers across email, chat, and tickets, owning each issue through to resolution
• Troubleshooting hands-on, reproducing problems and digging into product behavior before escalating
• Serving as the direct line between customers and engineering, escalating technical issues clearly and following them through to a fix
• Helping stand up and run our support tooling in Freshdesk, including the knowledge base, chatbot, and ticketing, as we build the function from scratch
• Writing and maintaining help articles, FAQs, and troubleshooting guides so customers can find answers on their own
• Supporting our preview customers and early launch users with a responsive, personal experience
• Turning recurring questions and feedback into clear input for product and engineering
• Tracking common issues and surfacing the patterns worth fixing at the product level
• Responding with care and patience, meeting both non-technical users and more technical business customers where they are
• Keeping response and resolution times tight, and flagging when something needs a faster path
• Documenting what you do so the next support hire can pick it up

Requirements:

• 3 to 5 years in a hands-on customer support or technical support role
• Experience supporting a software or consumer technology product used by both individual and business customers
• Fluency with modern support tools such as help desk and ticketing systems, knowledge bases, and chat
• Comfortable learning new support tools
• Genuinely customer obsessed
• Ability to solve problems and not consider one closed until the customer is taken care of
• Comfortable on the front line, moving between a first-time user and a business customer with a more technical question
• Resourceful in a young environment, willing to figure things out, write the process down, and improve it as you go
• Clear and calm communication in writing and in conversation
• Organized enough to keep many open issues moving at once
• Honest about what you know and what needs to be escalated
• Care about privacy and about earning trust
• Familiarity with AI products, identity, or a regulated industry
• Experience supporting developers or working alongside a developer relations team
• A bachelor's degree is welcome but not required if your experience speaks for itself