Holaplex is hiring a Web3 Manager of Technical Support
Compensation: $18k - $40k estimated
Location: REMOTE
Job title: Manager of Technical Support Location: Remote Comp range: $120K - $130K + Equity Benefits: Competitive Salary, Health Insurance
Are you excited to provide musicians, artists, and entrepreneurs with the tools and support they need to achieve their goals? This is a groundbreaking opportunity to help digital artists reach & inspire people as they create and sell NFTs.
About Holaplex Holaplex creates a suite of NFT products centered around a community of leading creators and innovators. We empower this community by providing open-sourced, no-code tools and adhere to the crypto ethos of self-custody and decentralization. Our small but growing team of high-quality professionals is on a trajectory to make Holaplex the #1 place for creators on the blockchain. We need additional highly motivated and focused experts who efficiently execute to obtain our small and large goals.
Why this role exists We are hiring a Manager of Technical Support to help us manage our entire customer support experience. We have 3 core ways we interact with and manage our customer base: - Technical support tickets through Zendesk and support liaisons - Community engagement and support via Discord and Twitter - Support documentation via helpdesk center and video tutorials
Responsibilities - Develop effective customer success processes - Leverage technologies to engage customers and collect feedback - Managing content creation for the help center - Manage, mentor, and develop a global team of passionate customer advocates - Community Moderation: work with the community manager and the moderator teamTrack key metrics and work with our Engineering and Marketing team to help them understand client needs - Innovate and develop our systems and processes to continually improve our Customer Support experience
Qualifications - 3+ years experience working with tech companies as a customer success team manager - Well-practiced in the art of customer problem solving and de-escalation, with multiple examples of creatively helping people through difficult situations using expert-level communication and empathy - Strong sense of ownership for tasks and deadlines - Proficiency in Project Management - Ability to support and track multiple priorities concurrently
Required Skills - Organized, detailed & tech-savvy - A world-class communicator who creates clarity with written and verbal communication - A highly empathetic, mission-driven, and motivated individual - Able to work well both with a team and independently - Driven to see projects through to successful completion
Qualities Our ideal applicant is technically versed, with knowledge and understanding of blockchain/web3 technologies. You’ll work closely with our Engineering and Marketing Teams to provide feedback on new features and opportunities to build products our community will love.
In the first 90-days on the job, you will - Make it possible for our core team to be removed from customer support. - Identify and create solutions to any technical, marketing, and customer problems that occur. - Ensure that the response time to customer issues is within an acceptable timeframe to meet their needs.
In the first year, you will - Successfully update the Help Center with effective support tools and become familiar with our new line of products and services as we continue to roll them out. - Effectively manage a team of global customer support liaisons to meet the technical support demands of customers.
Apply Now:
This job is closed
Compensation: $18k - $40k estimated
Location: REMOTE
This job is closed
Benefits: Medical Insurance
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