About Company
We are a customer support agency driven by a singular mission: to bridge the gap that has long existed between builders, businesses, and their valued customers. Our dedication to exceptional customer support services is the cornerstone of our commitment to enhancing digital product experiences. We specialize in providing comprehensive support services tailored for diverse industries including Web3 and cryptocurrency, gaming, fintech & payments, SaaS, and E-commerce. Our expertise encompasses a wide spectrum, ensuring optimal solutions and assistance across these dynamic sectors.
Job Description
Summary
Role Summary
We’re looking for a systems wizard to help Tirex Labs and our clients design, optimize, and automate customer support workflows. This person will be responsible for building robust support infrastructure [Zendesk, Intercom, Freshdesk, etc.], implementing AI chat support solutions, and ensuring smooth integrations with other tools and systems. Your work will directly improve response times, user satisfaction, and scalability of support operations.
Duties/Responsibilities
- Audit existing support systems, processes, and performance; identify gaps and inefficiencies.
- Set up, configure, and optimize support tools like Zendesk, Intercom, Freshdesk, Gorgias, or others as needed.
- Design automated workflows and AI chatbot experiences for common user queries.
- Integrate support systems with CRMs, knowledge bases, and product dashboards.
- Monitor analytics and recommend ongoing improvements to support efficiency and user experience.
- Document processes and train internal teams and clients on best practices.
Required Skills
- Advanced proficiency with Zendesk, Intercom, and/or other major support platforms.
- Strong experience with AI chatbots [Zendesk AI, FinAI, Ada, Forethought, or similar].
- Data-driven approach: skilled in interpreting support metrics [CSAT, FRT, ART, ticket volumes, deflection rate].
- Technical understanding of APIs and integrations [no-code/low-code tools like Zapier, Make, or direct API calls].
- Familiarity with Web3 products: exchanges [CEX/DEX], wallets, prediction markets, crypto betting platforms, NFT marketplaces.
Education and Experience
- Proven track record of setting up or optimizing support systems for tech companies.
- Minimum 3 years experience in support operations, system optimization, or similar.
- No degree required, demonstrable portfolio or case studies strongly preferred.
Additional Requirements
Resume – highlight relevant support system setup, automation, and optimization work.
Cover Letter – tell us about your experience with support systems and why you’d be a great fit.
Portfolio / Case Studies – show us real examples of support systems you’ve set up or optimized [before/after results, workflows, automations].
Skills
- Cryptocurrency
- IT support
