Customer Support Agent

Role Description

As a Customer Support Agent at Divine Research, you will be the primary point of contact for thousands of daily users of our undercollateralized lending platform. You’ll manage inquiries across Intercom, Email, and Facebook, troubleshoot technical issues, and guide customers through every step of their borrowing journey. This role is ideal for someone with a passion for FinTech support, strong communication skills, and the drive to help users navigate blockchain-based lending solutions. Your proactive approach will uncover pain points, enabling the engineering team and founders to enhance our Credit product.

Key Responsibilities:
• Handle customer inquiries, issues, and complaints through Intercom, Email, and Facebook in a timely and professional manner.
• Troubleshoot and resolve user-reported technical issues using internal dashboards and tools.
• Escalate bugs and feature requests to engineering, ensuring detailed reproduction steps and user impact are documented.
• Maintain and update support materials, FAQs, and release notes to keep users informed of new features and improvements.
• Compile weekly and monthly reports on user activity, support trends, and feedback, identifying product gaps and opportunities.

Unique Advantages

Joining Divine Research means being at the forefront of FinTech innovation. You will:
• Work fully remotely with a flexible schedule that respects your personal time.
• Collaborate directly with founders, gaining deep insight into product strategy and roadmap.
• Influence the growth of an undercollateralized lending system that democratizes access to capital.
• Gain hands-on experience with blockchain explorers (Etherscan, Worldscan) and DeFi protocols.
• Participate in regular knowledge-sharing sessions and have the chance to propose your own process enhancements.

About Divine Research

Divine Research is a mission-driven FinTech startup revolutionizing credit access. Traditional lending models favor those with existing collateral and pristine credit histories. Our platform breaks these barriers by offering undercollateralized loans secured by smart contracts and real-time on-chain data. We believe in financial inclusion: empowering underserved communities to access capital on fair terms. As an equal opportunity employer, we value diversity, transparency, and continuous learning. Join us in building the next generation of lending technology.