Customer Relations Representative

About the role
As a Customer Support Representative, you’ll be the first line of contact for our users. You’ll help them navigate onboarding, payments, wallets, and Circles, ensuring they always feel supported and confident in using the app. You’ll work closely with our Operations Generalist to set up support processes from scratch and grow them into a world-class function.

• User Support
  • Respond to user inquiries via chat, email, or help desk tools with clarity and empathy.
  • Troubleshoot issues related to onboarding, transactions, Gnosis Pay Card, app navigation, or Circles.
  • Escalate complex or technical issues to the Operations Generalist or engineering teams.
• Knowledge & Processes
  • Create and maintain FAQs, help articles, and guides to empower users to self-serve.
  • Identify recurring issues and suggest process or product improvements.
  • Ensure user support flows are consistent, timely, and user-friendly.
• Feedback & Reporting
  • Track and report support metrics such as ticket volume, response times, and resolution rates.
  • Gather structured feedback from users to share with product and operations teams.
  • Be the “voice of the user” internally, ensuring user needs are understood and addressed.

• 2+ years of experience in customer-facing roles, ideally in fintech or blockchain.
• You are fluent in English. Being fluent in other languages is a plus.
• Excellent written and verbal communication skills, with strong empathy for users.
• Organized and detail-oriented, with a knack for spotting patterns in problems.
• Comfortable working in a fast-paced, early-stage environment where processes are evolving.
• Curious about blockchain, stablecoins, and self-custodial money — and eager to learn more.

• Personal Development: Pursue your professional goals with our support, including personal education budgets and conference allowances. We invest in your growth and learning.
• Innovation and Experimentation: Interested in exploring new ideas? Dedicate your Friday afternoons to research or work on a side project within our ecosystem. We encourage creativity and experimentation.
• Flat Hierarchy: Navigate with ease in our organization. Our flat hierarchy ensures your ideas and contributions are valued and heard, without getting lost in a complex structure.
• Flexible and Remote Work: Not a morning person? No problem! We embrace flexible working schedules and have a long-standing culture of remote work. Balance your professional and personal life in a way that works for you.
• State-of-the-Art Equipment: Receive the latest hardware and all the tools you need. We make sure you’re well-equipped to do your best work.
• Growth and Opportunity: Grow with us in an exciting industry. As Gnosis rapidly expands, so do the opportunities for you to make a significant impact. We value initiative and a proactive approach.
• Community and Mission: Join a team that’s passionate about our mission and enjoys working together. We’re not just colleagues; we’re a community driven by a shared goal.

At Gnosis, we strive to create an inclusive environment that empowers our employees. We believe that our products and services benefit from our diverse backgrounds and experiences and are proud to be an equal opportunity employer: all qualified applicants are considered for positions regardless of race, ethnic origin, age, religion or belief, marital status, gender identification, sexual orientation, or physical ability.

About Gnosis

Since launching in 2015, Gnosis has evolved from a prediction market platform into a comprehensive Web3 infrastructure provider. Our journey includes developing Safe, an industry-standard multisig wallet securing over $100 billion in assets, and CoW Protocol, offering MEV-protected decentralized trading. Gnosis also created Zodiac, a modular DAO toolset enabling customizable governance systems.
In 2021 Gnosis launched the Gnosis Chain through a merger with xDai. This low-cost, reliable L1 supports decentralized applications with high security and uptime.

Today, Gnosis focuses on scaling blockchain technology beyond infrastructure, delivering consumer-facing applications that rival traditional systems in user experience. The ecosystem aims to revolutionize key areas like payments, decentralized AI, and the open web. United by the GNO token, Gnosis’s aligned projects work towards a decentralized future where users have greater control and privacy. Gnosis Chain serves as the secure, EVM-compatible foundation supporting this growing ecosystem of innovative products.
Embrace the future of decentralized technology with Gnosis, and join us as we build the open internet together!