WHAT YOU’LL DO
- 1-2 years of relevant experience in customer and community support with proven ability to maintain and grow a brand’s customer success
- Proficiency in best practices and engagement with major social media platforms including, but not limited to, Twitter, Discord, Reddit, YouTube and TikTok
- Ability to organize thoughts and ideas in a coherent manner and articulate them succinctly
- Ability to excel with limited resources and simultaneous responsibilities
- Ability to build strong working relationships quickly
- Excellent command of the English language
- Knowledge of the blockchain, finance and/or tech industries is a plus
WHAT YOU’LL NEED
- Oversee all aspects of customer support, including but not limited to user troubleshooting and community FAQs, to maintain a high level of customer happiness
- Work closely with the development team to keep updated on site performance changes and modifications, in order to accurately communicate troubleshooting matters and to prevent further customer issues
- Work closely with the marketing team to stay aligned on the company’s branding and communication, including visual elements and tone of voice
- Create scripts and responses to all email or social media enquiries, improving workflow where necessary
- Develop solutions and protocols to address and prevent reoccurring issues
- Evaluate important metrics and prepare accurate monthly reports on our customer health and success, and suggest feasible improvements