Community Support Associate- Respond promptly to user inquiries via social channels (Currently Discord) and ticketing systems (MetaCRM).- Troubleshoot user issues, provide detailed and advanced technical support, and escalate out-of-scope problems to appropriate internal teams.- Identify critical issues impacting business continuity or security and escalate rapidly.- Identify and support VIP users with white-glove service.- Funnel partnership and business development inquiries to relevant departments (BD, Marketing, Developer Advocates).- Participate in community moderation, ensuring compliance with community guidelines and fostering a safe environment in line with Orca’s core values.- Assist in user onboarding and education through the creation of guides, FAQs, workshops, and participation in webinars and AMAs.- Gather user feedback and insights to contribute to continuous product and service improvements.- Monitor trends within the wider crypto ecosystem and report relevant developments to the Orca team.- Collaborate with the Community Support, Marketing, and Product teams to address known and emerging community needs, and planning and implementing initiatives that drive engagement and community growth.