Summary

Role Summary

We are looking for Web3-savvy support specialists to be the first point of contact for users of our clients’ platforms. You will answer user questions, resolve issues, and create positive experiences across multiple channels [chat, email, social].

Duties/Responsibilities

1. Respond to user inquiries promptly and accurately via live chat, email, and social channels.
2. Troubleshoot common issues with wallets, exchanges, transactions, and product features.
3. Educate users on platform features, security best practices, and Web3 concepts.
4. Escalate complex cases to the support manager or technical teams as needed.
5. Document common issues and solutions for knowledge base updates.
6. Monitor community channels to spot potential issues early and report trends.

Required Skills

1. Excellent written communication and empathy — able to make users feel heard and valued.
2. Familiarity with Web3 concepts: wallets, DeFi, NFT marketplaces, prediction markets, crypto betting platforms.
3. Strong problem-solving skills and ability to stay calm under pressure.
4. Experience using customer support tools like Zendesk, Intercom, or Discord moderation bots.

Education and Experience

1. 1–3 years experience in customer support [Web3 experience preferred].
2. No degree required, must show strong track record of support performance [CSAT scores, testimonials, references].

Additional Requirements

1. Resume – showcase your relevant experience [companies you’ve supported, tools you’ve used, channels you’ve handled].
2. Cover Letter – explain your familiarity with Web3 concepts and how you create great user experiences.

Skills

• Communications Skills
• Cryptocurrency
• People Management
• Problem Solving