Customer Support Web3 Jobs in California, United States

About the Team:

The newly formed Consumer Experience team inside the Product org will play a key role in scaling Worldcoin around the world. As we onboard millions of people — not just to Worldcoin, but to crypto — we want to be a true partner and guide in their journey. This team will be responsible for addressing user’s day-to-day questions and issues, advocate for them in the product development process, and produce proactive educational content.

About the Opportunity:

This is a unique opportunity to structure and manage the Customer Experience team. In this role you will:

• Own the most intimate points of contact with millions of users around the world across multiple interfaces, including Intercom live chat, email, store reviews, and support articles.
• Manage and grow the team of multi-lingual support agents.
• Design, implement, and maintain the processes, knowledge base, and other resources required for 24/7/365 support operations.
• Analyze data, and distill user feedback into weekly written reports to share relevant insights and trends.
• Partner closely with product managers, engineers, and designers to implement time sensitive fixes, and shape the long-term roadmap.
• Collaborate with Marketing and Comms to produce educational content.

About You:

• Obsessed with building world-class products, energized by interacting with users, and willing to go to unreasonable lengths to delight them.
• Excellent communication, problem solving, and conflict resolution skills.
• 2+ years of experience directly hiring and managing support agents.
• Experience in consumer products required. Crypto, financial, or international products are ideal, but not required.
• Excited about leading a team with 24/7/365 operations around the world and the effort that will be involved in developing this team.
• Proven ability to design processes, analyze data, and think critically to deliver strategic insights.
• You have a bias to action, high sense of urgency, and willingness to roll up your sleeves to get things done