Lead Jobs at Earn Alliance

Earn Alliance is the largest web3 game discoverability platform and tool for game developers to connect with over 175,000 monthly active users and a web3 game trending top 5 on the Epic Games store. The team aims to aggregate everything about web3 games starting with content and eventually game NFT markets under a single hub. Games leverage our tools to launch NFTs to fund projects, acquire new users, and entice them with daily challenges. Our mission is to help gamers unlock their potential by contributing to their favorite game communities which may lead them to find their passion. 

Responsibilities:

We are looking for a passionate Community Support Lead who uses their customer service and problem solving skills to support our web3 gaming community. You will be the face of Earn Alliance to the community, playing a vital role in providing exceptional support to our community members and ensuring their satisfaction with our products and services.

You Will:

• Demonstrate a deep understanding of all aspects of Earn Alliance to educate our community about how to use the platform
• Be the first point of contact for our users whenever they request Support, then triage whether the issue is a user error or requires Engineering involvement
• As Support Lead, you would be owning our Intercom, ensuring all tasks are assigned between your team of 1-2 support specialists
• Create weekly reports for the Product team to prioritize bug fixes 
• Coordinate and collect information regarding marketing campaigns and community giveaways
• Liaise internally to resolve user issues
• Always provide the Earn Alliance community with white glove service and reply to all tickets in a timely manner
• Use tools such as Intercom, mee6, Zealy, and Retool (training will be provided)
• Attend Support meetings as voice of the community
• Develop tools and workflows to reduce the need of support tickets
• Support major events with game partners, releases of new features, and growth campaigns along with day-to-day operations
• Ensure that in all our communication with our community we are channeling our brand voice when we are answering their support queries and providing the best possible user experience 

Qualifications and Experience:

• You are a Discord native. Your life is on Discord. 
• Experience using modern tools like Intercom, Slack, Asana, or similar
• Fluent in spoken and written English
• Demonstrated passion for gaming communities 
• Web3 native - you’ve bought an NFT before, you know what it means to grind in a P2E, etc
• Technical support, Discord moderator and/or community management experience
• Character traits: patience, positivity, and a sense of urgency

Why Earn Alliance?

• Competitive salary
• 100% remote, full-time role 
• 23 days PTO on top of your national public holidays
• Opportunity to build the web3 gaming industry and make a global impact with some of the brightest people in the industry
• Work on a truly international team with people across Hong Kong, USA, Costa Rica, Brazil, Philippines, Spain, Singapore, and more!