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Coinbase

Cloud Support Incident Manager

  • Remote
  • Full time
  • Fiat
18 days ago

Cloud Support Incident Manager

Coinbase

  • Remote
  • Full time
  • Fiat
Share this offer

We’re Coinbase. We’re the world’s most trusted way to join the crypto revolution, serving more than 89 million accounts in more than 100 countries. 

Our mission is to increase economic freedom around the world, and we couldn’t do this without hiring the best people. We’re a group of hard-working overachievers who are deeply focused on building the future of finance and Web 3.0 for our users across the globe, whether they’re trading, storing, staking or using crypto. Know those people who always lead the group project? That’s us.

There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we look for candidates who will thrive in a culture like ours, where we default to trust, embrace feedback, and disrupt ourselves. Second, we expect all employees to commit to our mission-focused approach to our work. Finally, we seek people who are excited to learn about and live crypto, because those are the folks who enjoy the intense moments in our sprint and recharge work culture. We’re a remote-first company looking to hire the absolute best talent all over the world.

Ready to #LiveCrypto? Who you are:

  • You’ve got positive energy. You’re optimistic about the future and determined to get there. 
  • You’re never tired of learning. You want to be a pro in bleeding edge tech like DeFi, NFTs, DAOs, and Web 3.0. 
  • You appreciate direct communication. You’re both an active communicator and an eager listener - because let’s face it, you can’t have one without the other. You’re cool with candid feedback and see every setback as an opportunity to grow.
  • You can pivot on the fly. Crypto is constantly evolving, so our priorities do, too. What you worked on last month may not be what you work on today, and that excites you. You’re not looking for a boring job.
  • You have a “can do” attitude. Our teams create high-quality work on quick timelines. Owning a problem doesn’t scare you, but rather empowers you to take 100% responsibility for achieving our mission.
  • You want to be part of a winning team. We’re stronger together, and you’re a person who embraces being pushed out of your comfort zone.

As a Cloud Support Incident Manager, you will be responsible for providing world class support for Coinbase Cloud web3 APIs, services, and infrastructure. With a combination of in-depth crypto protocol expertise, a strong technical skill set and troubleshooting skills, and a bias towards action, you will play a crucial role in supporting the next generation of Web3.0 developers.

What you’ll be doing (ie. job duties):

  • Take ownership of technical escalations and high priority issues related to Coinbase developer platforms and services. 
  • Work together with Cloud Product and Engineering teams to resolve complex customer technical issues.
  • Assist vendor partners, Support Analysts in troubleshooting technical issues, service outages, agent training and process improvements.
  • Advocate for Cloud customer requirements and action on support insights.
  • Provide detailed review of Support operational performance metrics and service disruptions to management team and customer.
  • Communicate with internal and external partners in an effective, tactical, and empathetic manner.
  • Participate in an on-call rotation to handle hi-priority queues and provide daily handovers to global operational teams.
  • Apply an in-depth understanding of support metrics to analyze trends, issues, and bugs.
  • Provide thought leadership and industry best practices to drive Cloud Support strategy.

What we look for in you (ie. job requirements):

  • Motivated by Coinbase’s mission and creating a seamless support experience for our global customer base.
  • Must work in a defined shift, as required by the business.
  • 8+ years of relevant experience in a customer experience / technical support role
  • 5+ years of people management on technical support teams
  • Knowledge of Rest API, database query languages, and programming/scripting languages 
  • Strong debugging and troubleshooting skills
  • Experience with crypto, cloud or other relevant operational domains.
  • Experience with different channels of support, including voice, e-mail, social and/or chat.
  • Phenomenal communication skills in order to operate globally across multiple departments and stakeholders as well as educate customers on complex issues and communicate solutions.
  • Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.

Nice to haves:

  • Blockchain experience not required, but must demonstrate an eagerness to learn
  • Experience with Grafana and/or MySQL

ID: P27074

Please note that for employees based in the US, Philippines, Canada or Singapore, if your role requires you to be present in a Coinbase office or if you choose to be physically present in a Coinbase office or sponsored location, you will be required to be fully vaccinated from COVID-19 (as defined by applicable law).  If you receive an offer, you will receive additional information about the grounds and process for an exemption.

Commitment to Equal Opportunity

Coinbase is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law.  For US applicants, you may view Pay Transparency, Employee Rights and Equal Employment Opportunity is the Law notices by clicking on their corresponding links.  Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.    

Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to accommodations[at]coinbase.com and let us know the nature of your request and your contact information.  For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here).

Global Data Privacy Notice for Job Candidates and Applicants

Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required.

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Coinbase

Director, Global Consumer Support Operations

  • Remote
  • Full time
  • Fiat
26 days ago

Director, Global Consumer Support Operations

Coinbase

  • Remote
  • Full time
  • Fiat
Share this offer

We’re Coinbase. We’re the world’s most trusted way to join the crypto revolution, serving more than 89 million accounts in more than 100 countries. 

Our mission is to increase economic freedom around the world, and we couldn’t do this without hiring the best people. We’re a group of hard-working overachievers who are deeply focused on building the future of finance and Web 3.0 for our users across the globe, whether they’re trading, storing, staking or using crypto. Know those people who always lead the group project? That’s us.

There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we look for candidates who will thrive in a culture like ours, where we default to trust, embrace feedback, and disrupt ourselves. Second, we expect all employees to commit to our mission-focused approach to our work. Finally, we seek people who are excited to learn about and live crypto, because those are the folks who enjoy the intense moments in our sprint and recharge work culture. We’re a remote-first company looking to hire the absolute best talent all over the world.

Ready to #LiveCrypto? Who you are:

  • You’ve got positive energy. You’re optimistic about the future and determined to get there. 
  • You’re never tired of learning. You want to be a pro in bleeding edge tech like DeFi, NFTs, DAOs, and Web 3.0. 
  • You appreciate direct communication. You’re both an active communicator and an eager listener - because let’s face it, you can’t have one without the other. You’re cool with candid feedback and see every setback as an opportunity to grow.
  • You can pivot on the fly. Crypto is constantly evolving, so our priorities do, too. What you worked on last month may not be what you work on today, and that excites you. You’re not looking for a boring job.
  • You have a “can do” attitude. Our teams create high-quality work on quick timelines. Owning a problem doesn’t scare you, but rather empowers you to take 100% responsibility for achieving our mission.
  • You want to be part of a winning team. We’re stronger together, and you’re a person who embraces being pushed out of your comfort zone.

The Coinbase Customer Experience (CX) organization plays a critical role in achieving our mission. Our team is dedicated to eliminating customer pain points, empowering our global user base via self-service and automation, and optimizing customer support interactions to create an effortless experience. More specifically, the Consumer Operations team is passionate about providing world class support and client services across our entire suite of products. 

As the Director, Global Consumer Support Operations you’ll be fully responsible for leading a team of experienced front-line customer support professionals to provide a world class experience for our Retail customers. You will be responsible for the delivery of front-line customer support, which entails building, growing and managing a high performing and diverse team across multiple locations and multiple contact channels. You will work with other global leaders, internal stakeholders and BPO partners to achieve a seamless customer experience and scale in a thoughtful, effective way.

What you’ll be doing (ie. job duties):

  • Responsible for leading Director, Global Consumer Support Operations network across both outsource providers and full time employees as well as leadership. Providing support for our customers across multiple channel types.
  • Act as a proactive inspiring leader across the wider Customer Experience organization, with a strong bias to action and the ability to contribute to overall organizational strategy and direction.
  • Act with urgency to ensure priority items are progressed through having a bias to action and focusing on the 20% of work that will get us 80% of the impact. 
  • Hire, lead and develop a diverse, high performing team, setting up the organization for success through investments in career growth.
  • Define and deliver on organizational-level OKR’s and service levels, enabling operational excellence across all aspects of the customer journey.
  • Collaborate closely with partner teams including Program, Analytics, WFM, Quality, Technology, and Learning & Development to ensure you can deliver on your goals.
  • Utilize a laser focused, customer facing team to collect thoughtful feedback by directly gathering “Voice of the Agent and/or Customer” sentiment and feedback.
  • Utilize an in-depth understanding of metrics, reporting, capacity planning and financials to make informed data-driven decisions.
  • Attend monthly and quarterly vendor business reviews to stay abreast and accountable of performance across all tiers of support.
  • Thoughtfully delegate tactical responsibilities and set performance expectations across the organization.

What we look for in you (ie. job requirements):

  • Motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base, including a deep passion for products within the broader crypto space.
  • Minimum of 10 years of proven experience in financial services, technology and/or customer support leading large teams (500-1,000) across multiple countries/ regions.
  • Minimum of 5 years of direct management experience, including leadership roles.
  • Subject matter expertise in customer support, payments (fiat or crypto), compliance, risk operations and/or client services.
  • Track record of developing and implementing mechanisms that enabled quality to scale 10x.
  • Experience working with global outsourcing providers and senior leadership.
  • Highly flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
  • Travel requirements up to 5% to Coinbase offices and vendor locations (depending on business need).

Nice to haves:

  • Advanced degree in business, finance, customer experience and/or crypto.
  • Deep understanding of Google apps, JIRA, Salesforce Service Cloud.

Please note that for employees based in the US, Philippines, Canada or Singapore, if your role requires you to be present in a Coinbase office or if you choose to be physically present in a Coinbase office or sponsored location, you will be required to be fully vaccinated from COVID-19 (as defined by applicable law).  If you receive an offer, you will receive additional information about the grounds and process for an exemption.

Commitment to Equal Opportunity

Coinbase is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law.  For US applicants, you may view Pay Transparency, Employee Rights and Equal Employment Opportunity is the Law notices by clicking on their corresponding links.  Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.    

Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to accommodations[at]coinbase.com and let us know the nature of your request and your contact information.  For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here).

Global Data Privacy Notice for Job Candidates and Applicants

Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required.

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0x Labs

Integrator Support Manager - 0x API

  • Remote
  • Full time
  • Fiat
1 month ago

Integrator Support Manager - 0x API

0x Labs

  • Remote
  • Full time
  • Fiat
Share this offer

COMPANY

At 0x Labs, our mission is to create a tokenized world where all value can flow freely. We’re a mission-driven and diverse team composed of world class talent from Coinbase, Google, Meta, Bitso, Citi, Spotify and other top companies. We are a remote-first and fully distributed company, with team members located across all of the continents besides Antarctica. As early pioneers in the space, we’ve made significant technical contributions to various Ethereum standards over the years; fun fact - our team helped establish the NFT token standard (ERC721).

In joining us, you'll take part in transforming the way that value is exchanged on a global scale. We're passionate about open-source software and decentralized technology's potential to act as an equalizing force in the world, and our technology is deployed by a wide array of projects at the forefront of internet and economic advancement.

Founded in 2017, 0x Labs created and now partakes in the development of 0x protocol: the open-source, global backbone for decentralized exchange. Alongside the core protocol, we also build and maintain products and service offerings including Matcha, the search engine for tokens, and 0x API, the endpoint for multi-chain aggregated liquidity. All of these offerings allow 0x Labs to continue marching towards our vision of building a tokenized world where all value can flow freely at the best prices and with the lowest transaction costs. This way, we can help businesses eliminate the complexity of accessing decentralized markets across all layers of the Web3 exchange stack and have more time to focus on what matters most: their product. 

0x currently supports 7 major blockchains: Ethereum, Polygon, Fantom, Avalanche, Optimism, BNB Chain, and Celo, and the 0x ecosystem has been rapidly expanding. With integrations across all of the top wallets and apps, including MetaMask, Coinbase Wallet and Coinbase NFT, Polygon Wallet, Brave, Matcha, dYdX, Zapper, Zerion, and Shapeshift, 0x is fast becoming the trusted standard for all decentralized exchange.

We’re a remote-first company with core contributors in nearly ten countries and over twice as many cities. Our headquarters is in San Francisco, with an office available for anyone on the team to use at any time. We’ll consider your application regardless of where you call home.

0x API

0x API is liquidity infrastructure for the internet. It provides developers seamless access to aggregated liquidity, enabling the future of Decentralized Finance applications on Ethereum as well as other blockchain networks. The 0x API is designed to make it easy for developers to tap into DEX liquidity in a fast, reliable, and easy to use way so they can focus on what matters: their product.Tens of companies of all sizes — from public companies like Coinbase and GameStop to DeFi native applications like Matcha and Zapper — use 0x API to enable trading, investing and portfolio management. Since launch in early 2020, 0x API has facilitated over 40 million trades from nearly four million unique users — adding up to more than $100B in traded volume. As Integrator Support Manager on the 0x API team, you’ll play a key role in delivering an industry-leading dev support and offering our users the best possible integration experience. You’ll also work closely with an amazing interdisciplinary group including Business Development, Product and Marketing.Your Role as a Support Manager for 0x API

0x API is one of 0x Labs long term bets to grow access to decentralized markets and smart contracts. This means establishing and growing 0x API as the liquidity infrastructure for the internet and onboarding the next wave of DeFi developers and builders. To achieve this, we must not only continue to deliver an industry-leading developer platform, but industry-leading user support to match. In this role, you will manage and scale our support operations team as 0x API continues to grow. 

Responsibilities

  • Manage all aspects of 0X API user support operations including hiring, training, SLA/KPI management etc.
  • Establish support processes for 0x API and identify and implement tooling required to deliver market-leading support for 0x API users
  • Manage all 0X API support channels including StackExchange, Discord, Twitter, Telegram and 1:1 communication channels
  • Standup Help Center for 0x API
  • Ensure all training and operational processes/procedures are documented and kept up-to-date
  • Represent the voice-of-the-user. Analyze and share user feedback to drive product development, marketing, and user experience
  • Own relationships with support contractors and tool vendors
  • Develop and operationalize a proactive growth strategy that ensures 0x API users will always receive fast and quality support from knowledgeable agents
  • Continuously innovate and improve our direct and self-help support processes, content, service, and tools

Job Requirement 

  • A passion for helping and educating users
  • Fluent in English with exceptional written and verbal communication
  • 5+ years working in customer support — preferably in Technology, SaaS or developer tools
  • 1+ years in a customer service management role
  • Experience developing and implementing scalable processes

Nice to haves

  • Familiarity with blockchain / web3 technology
  • Experience working with chat-enabled, support management tools like Intercom and Zendesk
  • Experience managing remote teams

Benefits

  • Competitive salary and equity with occasional cryptocurrency-based perks
  • Comprehensive insurance (medical/dental/vision/life/disability) — 100% covered for you and dependents
  • 401k, HSA, and FSA for U.S.-based employees
  • Monthly mobile phone bill, wellness, and pre-tax transportation expense
  • Covered mental health benefits (included professional therapy sessions)
  • Flexible hours, liberal work-from-home policy, and a supportive remote environment
  • Lunch reimbursement for all employees across the globe!
  • Stipend for your ideal remote / WFH set-up: laptop, headphones, and any other work gear you may need
  • 12-week paid parental leave
  • Great office conveniently located in Soma/East Cut, SF
  • Unlimited vacation: Take time when you need it (and we really mean it)
  • Multiple annual in-person team meet-ups around the globe

0x Labs and its associated entities (0x) are dedicated to fostering diversity, inclusion, and belonging in its teams and workforce, and are proud to be equal opportunity employers. 0x does not make employment or hiring decisions on the basis of race, color, creed, religion, sex, sexual orientation, gender, gender expression or identity, age, disability, veteran status, marital status, pregnancy, citizenship, national origin, or any other basis that is protected by applicable local, state, or federal laws. 0x will also consider qualified applicants with arrest and conviction records in a way that is consistent with San Francisco’s Fair Chance Ordinance and similar local laws.

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C3

Developer Relations

  • On site đź“ŤMiami
  • Full time
  • Fiat
  • 60k - 160k $/y
1 month ago

Developer Relations

C3

  • On site đź“ŤMiami
  • Full time
  • Fiat
  • 60k - 160k $/y
Share this offer

Job Description: We are looking for a very passionate individual who can develop and lead our developer relations efforts on C3. In this Developer Relations role, you will manage all aspects of C3’s relationship with the developer community. You will be developing the best tools, tutorials, and documentation to promote the use and benefits of C3 as well as future developments with C3. Moreover, you will be directly engaging the community of developers through different mediums, including Discord, Reddit, forums, hackathons, and virtual events to address questions and promote the use of C3. This is a great opportunity to work with and promote leading technologies, be part of an amazing community, and develop open-source mentality.


Responsibilities:

Become an expert in C3 applications and technologies Manage C3 relationship with its developer community on community-led initiatives Handle questions regarding functionality and documentation pertaining to C3 Create C3 documentation that can be leveraged for both internal and external consumption Assist and work closely with trading firms and individual engineers in integrating C3 APIs. Build tools and tutorials for devs and champion them for our engineering team to prioritize Manage the developer journey from website to documentation to tools


Requirements:

Fluency with REST APIs 1+ year of developer relations, technical community management, similar experience 3+ years engineering experience Understanding of trading and financial markets Empathy with the user experience for cryptocurrencies A keen aptitude for sharp feedback and structured communication Desire to work on building things the “right” way to make sure our technical foundation is solid as we build on top of it over the coming years


Bonus Points:

Familiarity with the JavaScript and/or Python


Benefits:

We offer a full-time 100% remote position, contract and long term positions International competitive salaries. Flexible vacations Flexible Hours Amazing opportunities Cutting edge technologies


Location:

Remote: GMT-7 to GMT -2

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0x

Integrator Support Manager - 0x API

  • Remote
  • Full time
  • Fiat
1 month ago

Integrator Support Manager - 0x API

0x

  • Remote
  • Full time
  • Fiat
Share this offer

COMPANY

At 0x Labs, our mission is to create a tokenized world where all value can flow freely. We’re a mission-driven and diverse team composed of world class talent from Coinbase, Google, Meta, Bitso, Citi, Spotify and other top companies. We are a remote-first and fully distributed company, with team members located across all of the continents besides Antarctica. As early pioneers in the space, we’ve made significant technical contributions to various Ethereum standards over the years; fun fact - our team helped establish the NFT token standard (ERC721).

In joining us, you'll take part in transforming the way that value is exchanged on a global scale. We're passionate about open-source software and decentralized technology's potential to act as an equalizing force in the world, and our technology is deployed by a wide array of projects at the forefront of internet and economic advancement.

Founded in 2017, 0x Labs created and now partakes in the development of 0x protocol: the open-source, global backbone for decentralized exchange. Alongside the core protocol, we also build and maintain products and service offerings including Matcha, the search engine for tokens, and 0x API, the endpoint for multi-chain aggregated liquidity. All of these offerings allow 0x Labs to continue marching towards our vision of building a tokenized world where all value can flow freely at the best prices and with the lowest transaction costs. This way, we can help businesses eliminate the complexity of accessing decentralized markets across all layers of the Web3 exchange stack and have more time to focus on what matters most: their product. 

0x currently supports 7 major blockchains: Ethereum, Polygon, Fantom, Avalanche, Optimism, BNB Chain, and Celo, and the 0x ecosystem has been rapidly expanding. With integrations across all of the top wallets and apps, including MetaMask, Coinbase Wallet and Coinbase NFT, Polygon Wallet, Brave, Matcha, dYdX, Zapper, Zerion, and Shapeshift, 0x is fast becoming the trusted standard for all decentralized exchange.

We’re a remote-first company with core contributors in nearly ten countries and over twice as many cities. Our headquarters is in San Francisco, with an office available for anyone on the team to use at any time. We’ll consider your application regardless of where you call home.

0x API

0x API is liquidity infrastructure for the internet. It provides developers seamless access to aggregated liquidity, enabling the future of Decentralized Finance applications on Ethereum as well as other blockchain networks. The 0x API is designed to make it easy for developers to tap into DEX liquidity in a fast, reliable, and easy to use way so they can focus on what matters: their product.

Tens of companies of all sizes — from public companies like Coinbase and GameStop to DeFi native applications like Matcha and Zapper — use 0x API to enable trading, investing and portfolio management. Since launch in early 2020, 0x API has facilitated over 40 million trades from nearly four million unique users — adding up to more than $100B in traded volume.

As Integrator Support Manager on the 0x API team, you’ll play a key role in delivering an industry-leading dev support and offering our users the best possible integration experience. You’ll also work closely with an amazing interdisciplinary group including Business Development, Product and Marketing.

Your Role as a Support Manager for 0x API

0x API is one of 0x Labs long term bets to grow access to decentralized markets and smart contracts. This means establishing and growing 0x API as the liquidity infrastructure for the internet and onboarding the next wave of DeFi developers and builders. To achieve this, we must not only continue to deliver an industry-leading developer platform, but industry-leading user support to match. In this role, you will manage and scale our support operations team as 0x API continues to grow. 


Responsibilities

  • Manage all aspects of 0X API user support operations including hiring, training, SLA/KPI management etc.
  • Establish support processes for 0x API and identify and implement tooling required to deliver market-leading support for 0x API users
  • Manage all 0X API support channels including StackExchange, Discord, Twitter, Telegram and 1:1 communication channels
  • Standup Help Center for 0x API
  • Ensure all training and operational processes/procedures are documented and kept up-to-date
  • Represent the voice-of-the-user. Analyze and share user feedback to drive product development, marketing, and user experience
  • Own relationships with support contractors and tool vendors
  • Develop and operationalize a proactive growth strategy that ensures 0x API users will always receive fast and quality support from knowledgeable agents
  • Continuously innovate and improve our direct and self-help support processes, content, service, and tools

Job Requirement 

  • A passion for helping and educating users
  • Fluent in English with exceptional written and verbal communication
  • 5+ years working in customer support — preferably in Technology, SaaS or developer tools
  • 1+ years in a customer service management role
  • Experience developing and implementing scalable processes

Nice to haves

  • Familiarity with blockchain / web3 technology
  • Experience working with chat-enabled, support management tools like Intercom and Zendesk
  • Experience managing remote teams

Benefits

  • Competitive salary and equity with occasional cryptocurrency-based perks
  • Comprehensive insurance (medical/dental/vision/life/disability) — 100% covered for you and dependents
  • 401k, HSA, and FSA for U.S.-based employees
  • Monthly mobile phone bill, wellness, and pre-tax transportation expense
  • Covered mental health benefits (included professional therapy sessions)
  • Flexible hours, liberal work-from-home policy, and a supportive remote environment
  • Lunch reimbursement for all employees across the globe!
  • Stipend for your ideal remote / WFH set-up: laptop, headphones, and any other work gear you may need
  • 12-week paid parental leave
  • Great office conveniently located in Soma/East Cut, SF
  • Unlimited vacation: Take time when you need it (and we really mean it)
  • Multiple annual in-person team meet-ups around the globe

 

0x Labs and its associated entities (0x) are dedicated to fostering diversity, inclusion, and belonging in its teams and workforce, and are proud to be equal opportunity employers. 0x does not make employment or hiring decisions on the basis of race, color, creed, religion, sex, sexual orientation, gender, gender expression or identity, age, disability, veteran status, marital status, pregnancy, citizenship, national origin, or any other basis that is protected by applicable local, state, or federal laws. 0x will also consider qualified applicants with arrest and conviction records in a way that is consistent with San Francisco’s Fair Chance Ordinance and similar local laws.

 

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DMarket

Customer Support Specialist

  • On site đź“ŤKiev City
  • Full time
  • Fiat
1 month ago

Customer Support Specialist

DMarket

  • On site đź“ŤKiev City
  • Full time
  • Fiat
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Required skills:

  • 1+ years of Customer Support experience;
  • FinTech experience would be a great advantage;
  • Interested in gaming industry;
  • Literacy, responsibility, attention, stress resistance are a must;
  • Excellent communication skills and customer-oriented approach;
  • Ability to multitask;
  • Upper-intermediate level of English;
  • Crazy-fast typer;
  • Confident Steam user is required.

Responsibilities: 

  • Provide written support for customers in chats, tickets, instant messengers, social media — no calls;
  • Communicate with users in English/Ukrainian/Russian;
  • Review and moderate KYC applications;
  • Review and moderate profiles marked by system as suspicious;
  • Address customers’ inquiries to relevant departments by creating tickets; informing the customers about these tickets’ resolution;
  • Be flexible in a dynamic environment, quick-paced changes are constant.

We offer:

  • Team of like-minded professionals
  • Insurance
  • A unique project with modern technologies
  • Paid English classes
  • Budget for professional development
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project44 Careers

Customer Success Manager

  • On site đź“ŤRostock
  • Full time
  • Fiat
  • 40k - 110k $/y
1 month ago

Customer Success Manager

project44 Careers

  • On site đź“ŤRostock
  • Full time
  • Fiat
  • 40k - 110k $/y
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Why project44? At project44 we’re on a mission - to make supply chains work. project44 optimizes the movement of products globally, delivering better resiliency, sustainability, and value for our customers. As the supply chain connective tissue, we operate the most trusted end-to-end visibility platform that tracks more than 1 billion shipments annually for the world’s leading brands. The undisputed leader in the market, project44 was named the Leader in the Gartner Magic Quadrant, #1 in FreightWaves’ FreightTech 25, and the Customer’s Choice in Gartner Peer Insights’ Voice of the Customer report. project44 is headquartered in Chicago with a diverse and fast-growing, global workforce. If you’re eager to be part of a winning team that works together to solve some of the most challenging supply chain challenges every day, let’s talk.


Key Accountabilities

Partner with customers to develop strategies to ensure best use of the product and help them achieve maximum value from our services Summarize product feedback gathered from customer meetings and act as advocate for our customers with internal development and product teams Form relationships and educate the customer on new product introductions and features to drive optimal product use Serve as the main point of contact for the customer (external) and the voice of the customer (internal) to projects and help prioritize product requests Monitor customer health and risk Develop and execute success plans when required working with customer support, product development and engineering Facilitate Quarterly Business Reviews with customers Proactively manage multiple accounts to ensure customer’s success in services renewal, adoption of products, customer health and overall satisfaction Identify opportunities for upsell alongside sales and account management team Maintain up to date knowledge of logistics industry, EDI, and blockchain


Requirements & Preferred Skills

Experience working with fast-growth technology company, strongly preferred  Experience in supply chain, strongly preferred  3-5 years of experience working with enterprise customers in Account Management, Customer Success or Consulting  Experience working with a SaaS or platform product, preferred  Comfortable presenting to leadership and in a large group  Ability to be strategic, but still roll up your sleeves to accomplish what needs to be done  Highly organized with a strong sense of urgency to meet deadlines Excellent verbal and written English; French or any other European languages are advantageous  Some travel for key customer meetings and events


Diversity & Inclusion:

At project44, we're designing the future of how the world moves and is connected through trade and global supply chains. As we work to deliver a truly world-class product and experience, we are also intentionally building teams that reflect the unique communities we serve. We’re focused on creating a company where all team members can bring their authentic selves to work every day. We’re building a company that every one of us at project44 is proud to work for, and our journey of becoming a more diverse, equitable and inclusive organization, where all have a sense of belonging, is shaped through the actions of our leadership, global teams and individual team members. We are resolute in our belief that each team member has an equal responsibility to mold and uphold our culture. project44 is an equal opportunity employer seeking to enrich our work environment by creating opportunities for individuals of all backgrounds and experiences to thrive. If you share our values and our passion for helping the way the world moves, we’d love to review your application! For any accommodation needed during the hiring process, please email recruiting@project44.com. Even if you don’t meet 100% of the above job description you should still seriously consider applying. Studies show that you can still be considered for a role if you meet just 50% of the role’s requirements. More about project44: Since 2014, project44 has been transforming the way one of the largest, most important global industries does business. As transportation and logistics continue to evolve and customer expectations around delivery become more demanding, industry technology must rise to the occasion. In just a few short years, we have created a digital infrastructure that eliminates the inefficiencies caused by dated technology and manual processes. Our Advanced Visibility Platform is used by the world’s leading brands to track shipments, collaborate with supply chain partners, drive operational efficiencies, and create outstanding customer experiences.   A candidate will be asked to conduct a pre-employment criminal back ground screening test as a standard routine to minimize moral & integrity risks among our staff and to ensure Project44 is compliant with its internal pre-employment screening policy and SOC 2, Sarbanes Oxley Act and ISO 27001 compliance. We will only ask you to conduct a criminal background check when we believe it is proportionate to the role that you will fulfil within your team and/or department   A criminal  back ground check will be facilitated by our third party vendor Accurate who will assist you to get the appropriate documents from authorities in the country where you will be employed.  Depending on the country where you will be employed your local authority will provide a Certificate of Conduct or similar document upon your request.  If there are any costs related to screening, these will be borne by Project44. When our vendor Accurate will reach out to, you will be asked for your consent. We would like to emphasize  that at all time you can decide  to withdraw from the application process and/or to withdraw the consent to perform a screening test.

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Metaplex Studios

Partner Support Engineer

  • On site đź“ŤNew York
  • Full time
  • Fiat
  • 40k - 115k $/y
2 months ago

Partner Support Engineer

Metaplex Studios

  • On site đź“ŤNew York
  • Full time
  • Fiat
  • 40k - 115k $/y
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Fully Remote, Anywhere in the U.S.Metaplex Studios Metaplex is the official standard for Solana NFTs and the largest NFT ecosystem in the world. In less than one year since launch, we have experienced massive growth with tens of millions of NFTs created using the Metaplex protocol, facilitating over $3 billion in commerce for developers and creatives of all kinds. Solana's energy efficiency, low cost, and fast transaction speeds provide a unique opportunity now to build a future for NFTs as the infrastructure for an increasingly broad scope of use cases. As of July 2022, one million Metaplex NFTs are minted every 18 days to be featured in gaming, arts & collectibles, marketplaces, developer tools, and more. On a mission to empower creators, Metaplex champions a world full of diverse perspectives, creativity and art. For this to be possible, creators must have increased access to their audience, powerful tools that are easy to use, and be able to retain more financial benefits from the sales and use of their work. We believe tokens and blockchain technology are a critical tool for this purpose. For more information, visit www.Metaplex.comAbout This Role: This role sits within the Engineering organization and is tethered to serving high value partners’ technical needs. The partnerships team and you will be laser focused on informing and driving product adoption across priority partner segments. You will be the face of Metaplex to an ecosystem of creative, media and technology entities looking to web3 solutions in order to grow their businesses. You will have the opportunity to build long-lasting relationships with a portfolio of partners, and to apply and hone business skills in an entrepreneurial environment. You'll work on negotiating agreements with partners, as well as managing highly strategic projects cross-functionally with colleagues across multiple disciplines, to ensure our partners are positioned for success via Metaplex’s products and services.What You'll Do: Build and improve solutions in collaboration with engineering, product, and cross functional partners Identify and surface insights using metrics on product usage to increase adoption and provide new solutions that address the needs of our partners Build productive relationships with our partners, and independently resolve complex technical and business needs while contributing to partner documentation Deliver high-quality project, integration, and partner engagements, while influencing product roadmap to meet the business needs Guide workflow changes, and gain consensus from stakeholders while driving toward solutions Respond and maintain effective communication with industry partners and internal stakeholders Work with partners to develop a long- term strategic plan, grounded on business objectives, and manage partners during integrations with Metaplex’s platform products and ensure value creation Represent Metaplex and our products, APIs and tools in partner meetings and industry events (e.g. Hackathons) Understand organizational structure and cross functional team dynamics and is able to get support from those teams as needed Build and manage strong working relationships with technical counterparts Mentor and share knowledge with peers, creating positive atmosphere amongst team What You'll Need: Experience building with the Metaplex technical stack or interacting with the Metaplex developer community Experience designing and proposing technical solutions to customers Experience designing and building prototypes or scripts Position includes 15% domestic and/or international travel Bonus: experience building production grade software, apps or APIs in JavaScript/TypeScript or Rust Bonus: experience building smart contracts or on-chain programs Competitive compensation Medical, dental and vision coverage, paid 100% by Metaplex. $4k stipend for technology. Fully remote organization. We welcome qualified candidates of all races, creeds, genders, sexuality, and metaverses to apply 

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Uniswap Labs

Customer Support Specialist

  • Remote
  • Full time
  • Fiat
2 months ago

Customer Support Specialist

Uniswap Labs

  • Remote
  • Full time
  • Fiat
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The Uniswap Protocol is the largest decentralized trading and automated market making protocol (often called a DEX, “Decentralized Exchange”) on Ethereum.
 
The Uniswap Labs team was a major contributor to the Uniswap Protocol and now focuses on building a suite of products to support the Uniswap Labs ecosystem. Our team is one of the most impactful in crypto. We are based out of SoHo in New York City with the option to be partially or fully remote depending on the position.

Uniswap Labs is hiring a Customer Experience Associate. You will have the opportunity to shape our customer support values, function, systems and processes. We are often an early touch point for web3 users, and receive inquires outside of our product space. You will create a way for folks to feel heard and supported externally, and also work internally to represent our users within our team and improve their experiences.

Responsibilities:

  • Provide user support via Zendesk
  • Act as an advocate and onboarding specialist for users
  • The first touch point for all user issues, responsible for ensuring that every inquiry is handled in accordance to our SLAs
  • Synthesize insights from user interactions and surface critical issues to the Engineering team
  • Assist in designing, implementing and operating user support processes to ensure the team meets goals
  • Systematically communicate feedback to key stakeholders, providing guidance and input on new product features
  • Keep internal and external informational resources up to date in an environment of rapid iteration

Requirements:

  • 2+ years experience doing customer support in a high growth environment
  • Strong written and verbal communication skills that can effectively distill complex concepts into simple ones
  • You are motivated by helping others and are the type of person who prides themselves on turning an angry user into a 5-star rating
  • You can help solve complex problems end-to-end so as to mitigate delegation as much as possible

Nice to Haves:

  • Experience with user onboarding at a software company
  • Experience with DeFi, knowledge of blockchains, and experience using crypto wallets is a (big) plus!
  • Love for the unicorns 🦄

Uniswap Labs’ benefits include unlimited and encouraged time off, 100% company-paid medical, dental, & vision for you and your dependents, 401(k) participation, annual $1,500 education stipend, up to 16 weeks paid parental leave, home office setup stipend for remote employees and daily lunches at NY headquarters (all benefits are subject to applicable taxes and based on eligibility).

Uniswap Labs is proud to be an equal opportunity employer (EEO). We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability (including gender dysphoria and similar gender-related conditions), sex, gender identity or expression, sexual orientation (including actual or perceived heterosexuality, homosexuality, bisexuality, and asexuality), veteran status, military status, domestic violence victim status, reproductive health decision making or any other protected category.

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Coin Metrics

SENIOR CUSTOMER SUPPORT ENGINEER

  • On site đź“ŤLondon
  • Full time
  • Fiat
  • 80k - 200k $/y
2 months ago

SENIOR CUSTOMER SUPPORT ENGINEER

Coin Metrics

  • On site đź“ŤLondon
  • Full time
  • Fiat
  • 80k - 200k $/y
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YOUR PURPOSE  Our Sr. Customer Support Engineers will assist customers in resolving technical challenges with Coin Metrics’ products.  They will help customers with custom data extractions when needed.  They  will take phone calls from customers or communicate with them through messaging platforms, help customers diagnose technical issues, and put in place processes/systems/documentation to reduce inbound customer activity.  This role is perfect for problem-solvers with technical skills who enjoy customer interaction.  YOUR VALUE

Handling customer technical support cases through phone, email, Slack or other messaging platforms Diagnosing customer issues and providing clear advice on resolution of customer issues  Handling technical customer inquiries (e.g., providing sample API queries, creating flat files per customer request, answering API usage questions Developing increasing knowledge of the crypto currency domain to provide outstanding support. Logging information about customer correspondence in CRM Maintaining composure and a positive attitude under times of stress Escalating or delegating customer issues when appropriate Proposing website updates, including tech tips, instructional guides and FAQs Communicating with SREs when a potential a widespread issue is identified  Taking a leading role in the team and provide guidance to other CSE's Acting as the European time zone point of contact for direct client engagement Supporting the sales team with providing technical insights Taking a leading role in the team and providing guidance to other CSE's Acting as the European time zone point of contact for direct client engagement Supporting the sales team with providing technical insights

YOUR EXPERTISE AND EXPERIENCE

Python scripting proficiency Proficiency in API usage and troubleshooting Familiarity with tools to process JSON, CSV, and other file formats. Knowledge and Interest in Crypto and Crypto assets Customer service or help desk experience Technical support experience Strong interpersonal and listening skills Knowledge of online and remote-connecting software Problem solving skills Excellent written and verbal English language communication skills Access to a private, quiet and professional appearing work location with strong internet connectivity Experience using help desk software Ability to produce customer-facing documentation.

LIFE AT COIN METRICS  Coin Metrics is a fun and fast-paced team with employees located in 8 countries.  We are united by our OPEN (Open, Pioneering, Elucidating, and Neutral) core values. Our employees are empowered to do what’s best for our products, customers, and team members. Other benefits of working at Coin Metrics include:

Competitive salary, 401(k) retirement plan, bonus and options plans Comprehensive medical, dental, vision Remote or hybrid work options with generous equipment reimbursement offering Paid time off  Global company offsites  Coin Metrics Labs where associates pursue their passions

OUR INTERVIEW PROCESS

30 minute video interview with Talent Sherpa (Recruiter) 3-4 video interviews with members of our team  Case Study

WORK LOCATION Greater Boston, Remote consider  

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