[Hiring] Customer Service Specialist @Blockchains Holdings

Role Description

As a Customer Support Specialist at Equs, you are the first person our customers reach when they need help, and the one who sees it through. This is a hands-on, front-line role. You will work directly with the individuals and business customers who use Equs, resolve their issues, and carry what you learn back to the team building the product. As one of our first support hires ahead of launch, you will help build how support works here, not inherit a system that already exists. Your day-to-day includes, but is not limited to:

• 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.

Qualifications

• Genuinely customer obsessed.
• Comfortable on the front line, moving between a first-time user and a business customer.
• Resourceful in a young environment, willing to figure things out and improve processes.
• Clear and calm communicator, both in writing and conversation.
• Organized enough to manage multiple open issues simultaneously.
• Honest about what you know and what needs to be escalated.
• Cares about privacy and earning trust.

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.
• Fluent with modern support tools such as help desk and ticketing systems, knowledge bases, and chat.
• Comfortable learning new tools.
• Familiarity with AI products, identity, or a regulated industry is a plus.
• Experience supporting developers or working alongside a developer relations team is a plus.
• A bachelor’s degree is welcome but not required if experience speaks for itself.