Metaverse Jobs at Horizon Blockchain Games

At Horizon, we’re building a New Dimension where Internet economies are fun, accessible, and for the benefit of all participants.

We have two amazing products to make this real:

Sequence, which consists of i) the first user-friendly smart wallet for crypto, NFTs, Web3 + the metaverse and ii) a seamless developer platform for Ethereum, EVM-chains, NFTs, Web3, DeFi and Dapps.

And Skyweaver, a digital trading card game—powered by Sequence—where players can win, own, trade and sell their NFT game items.

Sequence is poised to drive Web3 adoption on a massive scale by making blockchain easy, fun and powerful for users and developers. And, Skyweaver is poised to become a groundbreaking video game with its unprecedented player-owned economy, novel gameplay, and an already fervent community.

While the challenge is hard, we find it incredibly fun. And, we have the ingredients to make it happen: a well-capitalized company with some of the best investors in the world (Reddit co-founder, Coinbase, Initialized, and more), an amazing team of leaders in the blockchain space, engineers who have built widely popular open source, a former top McKinsey strategy consultant, gaming industry veterans, and founders who have built and sold successful companies. You'll get to work with and learn from them all. Learn more at https://horizon.io/

About the Role

Horizon is looking for a Community & Customer Support Specialist to help our customers resolve any issues they may have with our products as well as help maintain a high level of customer retention. The Community & Customer Support Specialist will be the main communication link between our users/players and the production team. You will need to develop a comprehensive understanding of our products and policies, as well as be comfortable with handling and responding to customer support enquiries, bug reports, troubleshooting, while engaging and responding to the community of users for Horizon’s products.

We believe any interaction with a user is an extension of our company, and the brand itself. Therefore, knowledge of community management is preferable for this role. Understanding what it takes to build a healthy, happy community of users is foundational for a great Customer Support team.

Reporting to the Customer Support Manager, the Community & Customer Support Specialist is accountable for achieving key company objectives while ensuring an exceptionally high level of service and creating a positive work environment.

Ideally, you are based in South East Asia or Eastern Europe so you can cover time zones outside of the PST + EST and European timezones.

Note that this position requires full-time availability. Morning, day or evening shift to fill. Alternating weekend shifts are mandatory. Schedule may change at a later date to accommodate project and team needs.

Responsibilities

· Provide timely support to the questions and queries raised in the community by liaising with the Product team and checking necessary systems for an update
· Help the team monitor and ban bots and users exploiting the game, per the team’s guidelines and parameters for banning.
· Represent the voice of the community, bringing community feedback to our Community, Marketing and Product teams
· Review all incoming community interactions on different social media platforms and communicate directly with users.
· Manage tickets and support requests using Zendesk, Github, Intercom, and other CRM
· Participate in community management and resolve customer support issues that come through Discord
· Respond to comments and user/player queries in a timely manner.
· Assist the developers by forwarding them important information from all the issues you handle with customers.
· Help foster and maintain a safe and welcoming environment for a game community.
· Moderate any prohibited and/or inappropriate content found therein.
· Review user-generated content for any prohibited and/or inappropriate content.
· Ability to make justifiable judgement calls in regards to debatable content and edge-case scenarios.
· Help with requests from our development and community teams
· Update customer support documentation and follow up
· Create and maintain internal documentation
· Work in close collaboration with internal teams, development teams, Marketing, Operations, Community Managers and other customer support specialists.
· Work independently on assigned tasks.
· Contribute to an open, inclusive and positive work environment

Qualifications & Experience

· Strong understanding of cryptocurrency and blockchain space. Not technical, but fundamental understanding (we will also offer training)
· Excellent interpersonal skills for effective interaction with team members and customers.
· Ability to persuade and negotiate.
· Strong oral and written communication skills with the ability to create reports, interpret customer communications and other general correspondence.
· Full proficiency in oral and written English. Other languages are a bonus.
· Strong teamwork skills and ability to work independently.
· Strong knowledge of Zendesk, Intercom, Discord, Github, and other CRM and ticketing software systems
· Web and computer-savviness, solid knowledge of Google Suite of products.
· Strong leadership/supervisory skills and motivational abilities
· Strong team player always willing to help.
· Ability to build relationships and work cross-functionally
· Ability to confidently take on high workload and ticket volume, while prioritizing and multitasking, with a commitment to delivering superior client experience
· Passion for video gaming and/or crypto and blockchain, and customer service.
· Fluent in English.
· Ability to juggle multiple tasks while managing your time efficiently.

Why Horizon?

· A chance to deliver massive impact at a small and quickly growing company
· Competitive salary and equity package
· Accelerate your career by joining at the early stages
· Be part of defining Web3, the next generation of the Internet, and creating symbiotic economies where both users and creators share in the value generated by networks
· Work with an outstanding team made of wonderful people who have built and sold successful companies, launched amazing products, and have rich experience in infrastructure, architecture, blockchain, games, finance, investing, strategy, consulting, design, marketing, community, and more.
· Work life balance unlike the “crunch” culture you find at larger studios
· New PC, and generous allowance for work-from-home setup
· Health, dental, and vision benefits
· We’re conscious about mental health and have modern vacation policies
· We invest in everyone’s personal development and subsidize courses, books, and conferences, so you never stop learning
· Work on hard, big, meaningful problems that can shift markets
· Learn more about our values and the traits we embody at https://careers.horizon.io/

We are committed to diversity and encourage applicants from all backgrounds, genders and faiths. While we're building incredible products, we also want to add to our wonderful team and company. The best way to do that is to attract talented folks from all areas and to have their experiences inform their work.

Horizon Blockchain Games focuses on Video Games, Internet Infrastructure, Online Gaming, and Blockchains. Their company has offices in Toronto. They have a small team that's between 11-50 employees.

You can view their website at https://horizon.io or find them on Twitter, Facebook, and LinkedIn.