Location: Remote
Department: Operations
Type: Full-time
ABOUT SAPIEN
- Sapien is building the decentralized data foundry powering the next generation of AI. As our global community grows, we are committed to providing fast, clear, and reliable user support. We are hiring a User Support Lead to handle daily support interactions and strengthen our support function through better processes and data-driven insights.
ROLE OVERVIEW
- The User Support Lead will be the first point of contact for Sapien users. This is a hands-on role: you will respond directly to tickets, troubleshoot issues, and ensure timely resolution. You will also configure Freshdesk workflows, maintain documentation, and use SQL queries to investigate issues independently. The ideal candidate combines strong user communication skills with the ability to handle high ticket volumes and the technical capability to dig into data when problems need deeper investigation.
KEY RESPONSIBILITIES
Support Delivery
- Respond to daily user tickets in Freshdesk, covering wallets, tokens, staking, login, and account issues.
- Provide clear, accurate, and professional communication with users.Ensure tickets are resolved within SLA targets and escalate when necessary.
Support Operations
- Configure Freshdesk workflows, including forms, categories, tags, automations, and SLAs.
- Create and maintain response templates, internal guides, and user-facing Help Center content.
- Monitor queues and manage backlog to maintain service quality.
- Prepare weekly reports on ticket volume, response times, and SLA performance.
- Technical Investigation & Product Support
- Design and run queries in a SQL database to investigate user issues independently.
- Verify transaction records, account activity, or error logs as part of ticket resolution.
- Work with product and engineering teams to provide data-driven findings that accelerate escalations and fixes.
- Document recurring technical issues and contribute to root cause analysis.
Process and Knowledge
- Maintain and refine escalation paths across support, product, and engineering.
- Train moderators and part-time staff to ensure consistent service standards.
- Expand and maintain Sapien’s internal knowledge base and public Help Center.
QUALIFICATIONS
- 5+ years of hands-on customer or user support experience, with direct responsibility for large volumes of individual user requests.
- Strong practical experience with Freshdesk (or similar tools such as Zendesk or Intercom).
- Ability to use SQL queries to investigate issues directly (checking user activity, transaction history, and system logs). Prior experience with ClickHouse/Metabase is a must.
- Experience in Web3, fintech, gaming, or consumer SaaS environments is strongly preferred.
- Excellent written communication skills and attention to detail.
