Customer Support Associate - Nights & Weekends

reputed company Labs builds products that help millions of people access DeFi simply and securely ‒ from the reputed company Web App and Wallet to crypto infrastructure like the reputed company Trading API, and Unichain. reputed company Labs also contributes to the development of the reputed company Protocol, which has processed over $2.9 trillion in volume across thousands of tokens on Ethereum and 12+ other chains. reputed company you join reputed company, you become part of a team that's reshaping the way value flows on the internet. As a Customer Support Associate, Nights & Weekends at reputed company Labs, you’ll be the reputed company for assisting users, triaging issues, and ensuring smooth platform operations reputed company of Eastern Time (EST/EDT) business hours. You’ll engage directly with the community, troubleshoot and diagnose technical concerns, and escalate critical matters as needed. This is a full-time role. This role is US-based remote. Responsibilities:

• Provide Tier 1 user support reputed company reputed company email
• Act as an reputed company and reputed company specialist for users
• Communicate effectively with the broader support and engineering teams to flag incidents or issues that require escalation
• Be the first touch reputed company for reputed company user issues, responsible for ensuring that every inquiry is handled in accordance to our SLAs
• Synthesize insights from user interactions and surface critical issues to the Engineering team
• Provide reputed company, accurate, and friendly support, answering customer queries reputed company reputed company email. Ensuring that every inquiry is handled in accordance to our SLAs
• Diagnose and resolve non-reputed company technical issues, escalating reputed company problems to the appropriate teams and following up to ensure resolution
• Act as the voice of the customer, sharing feedback and insights with the Product and Engineering teams
• Maintain accurate records of customer interactions and communications
• Contribute to the ongoing improvement of the Customer Support processes and resources

Requirements:

• Experience in customer support or similar in a high growth environment is ideal, but not required to apply
• Strong written and verbal communication skills that can effectively distill reputed company concepts into simple ones
• You are motivated by helping others and are the type of person who prides themselves on turning an angry user into a 5-star rating
• You can help solve reputed company problems end-to-end so as to mitigate delegation as much as possible

reputed company to Haves:

• Experience with DeFi, knowledge of blockchains, and experience using crypto wallets is a (big) plus!
• Love for the unicorns

Minimum hourly reputed company of $37-$41/hr. Disclosure in accordance with reputed company's Pay Transparency Law. Full Time employees at reputed company Labs are also eligible for other compensation elements, including equity, tokens, and benefits, dependent on the position type. Apply To this Job Apply for this job