Customer Support Web3 Jobs in United States

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Customer Support Specialist

Sorare
$20k - $35k*
NY New York US

Sorare is at the intersection of sports, gaming, and NFT collectibles. Through tradable digital cards, Sorare is designing a collective fantasy sports experience where you can manage your favorite players, hone your passion to earn prizes, and be part of a thriving community. Anyone, anywhere, can connect with the game on Sorare. The company's mission is to build "the game within the game" and to give fans, players and clubs the platform to celebrate, share, and own your game.

Founded in 2018, Sorare has seen tremendous growth. The platform has a card sales volume of over $400M since January 2021 (up from $8M in sales in 2020) and now has exclusive partnerships with over 250 football (soccer) clubs, the MLB & MLBPA, and the NBA & NBPA. Sorare is trusted by a world-class team of investors including Softbank, Benchmark, Accel Partners, athletes such as Serena Williams and Kylian Mbappé, and key tech investors such as Alexis Ohania - all who believe in the future of integrating NFTs with Gameplay.

As a Customer Support and Player Experience Specialist, you will be in direct contact with our users to ensure that their problems are solved, their questions are answered, to ensure Sorare is able to deliver a world-class player experience and continue to build on our existing brand reputation.

Depending on the situation, you will assist players throughout their entire Sorare experience, including players who are just joining Sorare and may not understand the process, to players with more experience who have more nuanced and difficult problems to solve. This includes a close partnership with engineering & product to address bugs or technical issues that may impact the entire player base.

You will become an expert in Sorare products. You will learn to identify problems, solve them efficiently, and elevate them to other team members when necessary if you cannot solve them yourself.

By becoming an expert in Sorare and our products, and helping us grow our worldwide community of players, you will create opportunities for yourself within Sorare.

Responsibilities:

  • Ability to solve an upwards of 100 or more customer support tickets per day
  • Learn to identify common problems (e.g. multiple tickets, same issue) and escalate to propose solutions for operational efficiency
  • Escalate tickets and customer support needs as needed (e.g. tier two support, trust & safety, engineering, etc.)
  • Communicate with product and tech teams effectively via actionable information (i.e. not just what is happening but also the implications) to ensure they have the proper context to fix problems
  • Maintain and update our Help Center articles and knowledge base
  • Support operational efficiency of the team by helping to build on our existing processes, act as a mentor to new hires through an onboarding plan and participate in hiring as needed

Requirements:
  • Excellent written and verbal communication skills in English (additional languages skills a plus)
  • Good active listening skills
  • Motivated: You will need to be proactive to identify, solve, and anticipate problems
  • Patience, professionalism, and empathy: Provide world-class support to all customers
  • Prior experience in customer service or startup environments is a plus
  • Knowledge of sports, gaming, answering social media direct messages, and/or NFTs and blockchain technology is a plus
  • Willingness and eagerness to learn about sports, gaming, NFT, and crypto
  • Experience with Zendesk or other ticketing systems are a plus
  • Must be willing to work on location in the New York City office
  • Prior experience working in a team Customer Experience environment a plus

Benefits
  • Stock Options - We want all our employees to contribute to the success of Sorare and we will award stock options so you can share in our success as we grow
  • Health Care - Great medical, dental and vision insurance options
  • Wellness Benefit - Sorare contributes to employees wellness (e.g. gym membership, classes, etc.)
  • Pre-Tax Commuter Benefit - Sorare covers $130 in commuter costs
  • Latest Tech - We cover equipment such as monitors, computer, and headphones
  • Lunch - Sorare will contribute to their employees lunch expenses
  • Unlimited Paid Time Off in addition to observed company holidays

Benefits
  • Health Care: Great medical, dental, and vision insurance coverage
  • Wellness Benefit: Sorare contributes to employees wellness (gym membership or ClassPass)
  • Commuter Benefits: Sorare contributes to the cost of your commute
  • Latest Tech: Sorare provides equipment such as monitors, computer, headphones, etc
  • At-Home Work Station: Sorare covers the cost of an at home set up
  • Lunch: Sorare will contribute to their employees lunch expenses
  • Time Off: For US employees, we offer unlimited paid time off in addition to observed company holidays. For French employees, we offer 5 weeks of paid holidays per year in addition to the national holidays

Sorare is an equal opportunity employer committed to an inclusive and diverse workplace. All applicants will be considered for employment without attention to: race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status or any other basis prohibited by law.

As we are an international company, please note we speak English in the workplace. Please apply for the role with an English CV so we can process your application.

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