Customer Support Associate, Nights & Weekends at arenaflex
Join arenaflex, a pioneering force in the decentralized finance (DeFi) space, as we revolutionize the way value flows on the internet. As a Customer Support Associate, Nights & Weekends, you'll be at the forefront of assisting users, troubleshooting technical concerns, and ensuring seamless platform operations outside of Eastern Time (EST/EDT) business hours. This is a unique opportunity to be part of a dynamic team that's shaping the future of DeFi.
About arenaflex
arenaflex is a leading provider of innovative products and services that empower millions of people to access DeFi simply and securely. Our suite of products, including the Uniswap Web App and Wallet, crypto infrastructure like the Uniswap Trading API, and Unichain, has processed over $2.9 trillion in volume across thousands of tokens on Ethereum and 12+ other chains. We're committed to contributing to the development of the Uniswap Protocol, which has become a cornerstone of the DeFi ecosystem.
The Role
As a Customer Support Associate, Nights & Weekends at arenaflex, you'll be the primary point of contact for users, providing Tier 1 support via Zendesk email. You'll act as an advocate and onboarding specialist, ensuring that every user has a seamless experience with our products and services. Your responsibilities will include:
- Providing prompt, accurate, and friendly support to users via Zendesk email, ensuring that every inquiry is handled in accordance with our Service Level Agreements (SLAs)
- Communicating effectively with the broader support and engineering teams to flag incidents or issues that require escalation
- Being the first touch point for all user issues, responsible for ensuring that every inquiry is handled in accordance with our SLAs
- Synthesizing insights from user interactions and surfacing critical issues to the Engineering team
- Diagnosing and resolving non-complex technical issues, escalating complex problems to the appropriate teams and following up to ensure resolution
- Acting as the voice of the customer, sharing feedback and insights with the Product and Engineering teams
- Maintaining accurate records of customer interactions and communications
- Contributing to the ongoing improvement of the Customer Support processes and resources
Requirements
To succeed in this role, you'll need:
- Experience in customer support or a similar role in a high-growth environment (ideal, but not required)
- Strong written and verbal communication skills that can effectively distill complex concepts into simple ones
- A passion for helping others and a commitment to delivering exceptional customer experiences
- The ability to help solve complex problems end-to-end, minimizing delegation and ensuring seamless resolution
- A willingness to learn and adapt to new technologies and processes
Nice to Haves
While not required, experience with DeFi, knowledge of blockchains, and experience using crypto wallets would be a significant plus. If you're passionate about the DeFi space and have a love for innovation, we'd love to hear from you!
Compensation and Benefits
arenaflex offers a competitive compensation package, including a minimum hourly rate of $37-$41/hr. In accordance with New York City's Pay Transparency Law, we're committed to transparency in our compensation practices. Full-time employees at arenaflex are also eligible for other compensation elements, including equity, tokens, and benefits, dependent on the position type.
Why Join arenaflex?
As a Customer Support Associate, Nights & Weekends at arenaflex, you'll have the opportunity to:
- Be part of a dynamic team that's shaping the future of DeFi
- Work with cutting-edge technologies and products that are revolutionizing the way value flows on the internet
- Develop your skills and expertise in customer support, DeFi, and blockchain technologies
- Contribute to the ongoing improvement of our products and services, ensuring that every user has a seamless experience
- Enjoy a competitive compensation package and benefits, including equity, tokens, and more
How to Apply
If you're passionate about DeFi, customer support, and innovation, we'd love to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to welcome you to the arenaflex team! Apply for this job