Nansen surfaces the signal and creates winners in the future of finance. We're building a new way to trade: agentic, onchain, and fully integrated. From analytics to execution, we're the platform where investors find alpha and act on it.

We're building a world-class support team in Bhutan to be closer to our users around the clock. This is an early and important hire — you'll be among the first on the ground, working directly with our global CS and product teams.

The Role

As a Customer Support Agent, you'll be the human behind the help. You'll work alongside our AI support agent (Thor) to resolve user issues, escalate where needed, and make sure every Nansen user feels genuinely taken care of.

This isn't a ticket-grinding job. We're building a lean, AI-augmented support function — that means you'll handle the cases that need real judgment, empathy, and creative problem-solving, while Thor handles the repetitive front line.

What You'll Do

• Respond to user support requests across Zendesk and Discord community channels
• Triage, investigate, and resolve issues related to account access, billing, data discrepancies, and product usage
• Escalate complex technical or product issues to the appropriate internal teams with clear documentation
• Work alongside Thor (our AI support agent) — reviewing AI-generated responses, catching errors, and improving its outputs over time
• Collect and surface user feedback to the product team
• Help build and maintain our support knowledge base (FAQs, help docs, canned responses)
• Participate in onboarding sessions and ongoing training as the product evolves

What We're Looking For

Must-haves:

• Strong written English — clear, concise, and empathetic
• 3–5 years of customer support, customer success, or service experience
• Comfortable working with digital tools and picking up new software quickly
• Patient, detail-oriented, and calm under pressure
• Genuinely curious about crypto and blockchain — you don't need to be an expert, but you need to want to become one

Nice to haves:

• Prior exposure to crypto, DeFi, or fintech products (even as a user)
• Experience working in a tech startup or fast-paced environment
• Familiarity with support tools (Zendesk, Intercom, or similar)
• Experience working with AI-assisted tools

The Opportunity

Nansen surfaces the signal and creates winners in the future of finance. We're building a new way to trade: agentic, onchain, and fully integrated. From analytics to execution, we're the platform where investors find alpha and act on it.

As we scale our product features and AI-powered capabilities, regulatory issues matter more than ever. We are hiring our first General Counsel to lead all legal matters across the Nansen group, including our Singapore entity, the GMC entity, and future subsidiaries.

You will be the primary legal voice for the company on regulatory engagement, commercial contracts, corporate governance, and compliance. As Nansen's features migrate toward the GMC entity, you will play a central role in structuring how those activities operate under Bhutanese regulatory frameworks.

What You'll Do

Regulatory

• Own the relationship with Bhutanese regulators (GFSO and relevant authorities)
• Monitor regulatory developments in Bhutan, Singapore, the UK, US, and other key jurisdictions relevant to Nansen's product and user base
• Coordinate external counsel across jurisdictions

Corporate & Commercial

• Draft, review, and negotiate all material contracts — data licensing, API partnerships, staking agreements, vendor agreements, employment contracts
• Advise on corporate governance
• Support M&A, investment, and restructuring activities as they arise
• Manage the company's corporate secretarial relationship and statutory filings

Product & Compliance

• Provide legal sign-off on new product features — particularly agentic trading, prediction market analytics, and NX8
• Advise on financial inducement/promotion compliance (MAS, SEC)
• Oversee data protection and privacy obligations (PDPA, GDPR where applicable)

People & Operations

• Manage and mentor the junior Compliance hire
• Strengthen legal processes, playbooks, and contract management infrastructure
• Engage external counsel strategically to manage cost and quality

What We're Looking For

• Qualified lawyer with 8+ years of post-qualification experience
• Must have the right to work in Bhutan
• Hands-on experience in crypto, fintech, or financial services regulatory matters
• Demonstrated ability to engage directly with regulators (MAS, FCA, or equivalent)
• Hands-on mindset, comfortable working directly with stakeholders across the company
• Comfortable operating in a fast-moving startup environment
• Pragmatic at finding business solutions while balancing risk
• AI-Native: Familiarity with AI agent products, building and using autonomous systems

Nice-to-haves

• Admitted in Singapore, UK, US, or a common law jurisdiction
• Exposure to token issuance, digital asset licensing (e.g. MAS MPI, FCA cryptoasset registration)
• Crypto-native: You understand onchain mechanics, DeFi, token structures, and agentic systems without needing a primer