Experienced Customer Support Associate, Nights & Weekends – Reshaping the Future of DeFi
At arenaflex, we're revolutionizing the way value flows on the internet by building innovative products that simplify and secure access to DeFi. Our team is passionate about creating a seamless user experience, and we're looking for a skilled Customer Support Associate to join our Nights & Weekends team. As a key member of our support team, you'll be the frontline for assisting users, triaging issues, and ensuring smooth platform operations outside of Eastern Time (EST/EDT) business hours.
About arenaflex
arenaflex is a leading company in the DeFi space, building products that help millions of people access DeFi simply and securely. Our flagship product, Uniswap, has processed over $2.9 trillion in volume across thousands of tokens on Ethereum and 12+ other chains. We're committed to innovation, community engagement, and providing exceptional user experiences.
The Role
As a Customer Support Associate, Nights & Weekends at arenaflex, you'll be responsible for providing top-notch support to our users, troubleshooting technical concerns, and escalating critical matters as needed. This is a full-time, US-based remote role that offers a unique opportunity to join a dynamic team and contribute to the growth of the DeFi industry.
Responsibilities
• Provide Tier 1 user support via Zendesk email, ensuring that every inquiry is handled in accordance with our Service Level Agreements (SLAs)
- Act as an advocate and onboarding specialist for users, helping them navigate our platform and resolve issues efficiently
- Communicate effectively with the broader support and engineering teams to flag incidents or issues that require escalation
- Be the first point of contact for all user issues, responsible for ensuring that every inquiry is handled in accordance with our SLAs
- Synthesize insights from user interactions and surface critical issues to the Engineering team, helping us improve our products and services
- Provide prompt, accurate, and friendly support, answering customer queries via Zendesk email and ensuring that every inquiry is handled in accordance with our SLAs
- Diagnose and resolve non-complex technical issues, escalating complex 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 to inform product development and improvement
- Maintain accurate records of customer interactions and communications, helping us track user engagement and identify areas for improvement
- Contribute to the ongoing improvement of the Customer Support processes and resources, ensuring that our support team is equipped to provide exceptional user experiences
Requirements
• Experience in customer support or a similar role in a high-growth environment is ideal, but not required to apply
- Strong written and verbal communication skills that can effectively distill complex 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 complex problems end-to-end, mitigating delegation as much as possible
Nice to Haves
• Experience with DeFi, knowledge of blockchains, and experience using crypto wallets is a big plus
- Love for the DeFi space and a passion for helping others navigate its complexities
Compensation and Benefits
arenaflex offers a competitive compensation package, including a minimum hourly rate of $37-$41/hr. Full-time employees are also eligible for other compensation elements, including equity, tokens, and benefits, dependent on the position type. We're committed to providing a supportive work environment and opportunities for growth and development.
Why Join arenaflex?
• Be part of a dynamic team that's reshaping the future of DeFi
- Contribute to the growth of a leading company in the DeFi space
- Enjoy a competitive compensation package and opportunities for growth and development
- Work in a supportive and collaborative environment that values innovation and community engagement
- Have the opportunity to make a real impact on the lives of millions of users
How to Apply
If you're passionate about DeFi and customer support, and you're looking for a challenging and rewarding role, we encourage you to apply. Please submit your resume and a cover letter explaining why you're the perfect fit for this role. We can't wait to hear from you! Apply for this job