Customer Support Specialist

Job Description

REQUIREMENTS

• Comfortable working in a fast-paced environment and flexible schedules when needed (this role will require time out of the traditional M-F / 9-5pm)
• Experience in a customer-facing or user support role
• Strong written communication skills and the ability to explain complex topics clearly
• Comfortable troubleshooting product or technical issues and documenting findings
• Experience working with support tools such as Zendesk, Stripe, or similar platforms (preferred but not required)
• Strong problem-solving mindset with a desire to improve processes rather than work around them
• Curiosity about AI tools, automation, and emerging technologies
• Ability to identify patterns in user feedback and communicate insights to internal teams
• Web3 Experience is a plus

RESPONSIBILITIES

• Respond to and resolve user support requests across email and support channels (Zendesk), including product questions, troubleshooting, and account issues
• Assist users with billing, payments, and subscription changes through Stripe
• Investigate, reproduce, and document product bugs and work closely with engineering to resolve them
• Test new features and AI models prior to release and provide feedback to the product team
• Identify patterns in user questions, cancellations, and feedback to help improve the product and user experience
• Leverage AI tools to improve ticket resolution speed, identify trends, and streamline support workflows
• Help build and improve internal support processes, documentation, and knowledge resources
• Act as the voice of the user by surfacing insights and feedback to the team

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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