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Support Specialist

Zerion

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Customer Service

Asia

Posted on Thursday, February 1, 2024

We are seeking a dynamic and motivated Web3 Support Specialist to join our team. You will be responsible for delivering exceptional support but also working on improving our current internal flows to provide a top-notch support experience in Web3. This role involves close collaboration across multiple teams, including engineering, visibility, and community. As the main point of support contact for our users, your work will directly impact Zerion’s public image and positioning. Your contributions will be critical in shaping our user experience and maintaining our reputation as a leader in the industry.

Responsibilities

Provide top-notch live support on Intercom and Discord.
Process bug reports and relay them to the relevant teams.
Address inquiries and issues related to wallet operations, transaction troubleshooting, and user interface navigation with professionalism and empathy.
Monitor and respond to reviews and feedback across various platforms, including app stores, social media.
Act as a bridge between the users and the development team, relaying user feedback and insights to help shape product development and improvements.
Employ technical skills to enhance and automate support processes. Work with the IT team to identify opportunities for automation and efficiency improvements in support operations.

Minimum Qualifications

Experience in the crypto or blockchain industry.
Proven experience in support or a similar role.
Excellent communication and interpersonal skills.
Ability to work in a fast-paced, dynamic environment.
Passionate about Web3 and open financial systems.
Experience working with Intercom, Jira, and other support-related platforms.

Preferred Qualifications:

Experience working with a remote, geographically distributed team.
Ability to analyze and synthesize data to inform support statistics.
Strong customer and stakeholder empathy.

Why You Should Join

Culture: Our high engagement and low turnover emphasize our commitment to a positive culture, with a remarkable retention rate of 92%.

People: Collaborate with some of the most driven and intelligent individuals in the crypto space.

Salary & Benefits: Receive a competitive salary, medical insurance, coworking membership, and additional benefits.

Unlimited Days Off and Flexible Work Schedule: Recharge and explore life outside the office with our flexible time-off policy and work schedule.

Stock Options: Contribute to Zerion's success and watch your stock options become valuable.

Relocation: We support relocation for you and your family.

Travel: Join your colleagues on trips to industry festivals and events.

Distributed Team: Zerion is a fully remote team with members worldwide. Embrace asynchronous collaboration, find your own work rhythm, and enjoy a healthy work-life balance.

Company Overview

Highlights:

We are the second largest NFT holder community with Zerion DNA - 218,238 unique holders.

$1.5B transaction volume year to date.

Zerion helps to manage your DeFi and NFT portfolios, trade across 10+ networks and connect to any decentralized application with one wallet. Our mission is to empower more people around the world with efficient, permissionless and transparent financial services.

To ALL recruitment agencies and individual recruiters: Zerion only accepts resumes from its partners, with whom Zerion has contractual relations. Please do not forward resumes to [all suitable options]. Zerion is not responsible for any fees or charges associated with unsolicited resumes.