Job Description
We are seeking a dedicated Community Support Associate to join our team. In this role, you will be the frontline representative for our users, providing exceptional support and fostering a positive community environment. You will engage with users across various platforms, troubleshoot issues, and contribute to the growth and improvement of our services.
Key Responsibilities
- 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.
Job Requirements
- Prior experience in community support, customer service, or a related role.
- Strong technical aptitude and ability to troubleshoot user issues effectively.
- Excellent communication skills, both written and verbal.
- Ability to identify and escalate critical issues promptly.
- Experience with community moderation and fostering a safe, inclusive environment.
- Familiarity with social media platforms and ticketing systems (e.g., Discord, MetaCRM).
- Knowledge of the crypto ecosystem and trends is a plus.
- Ability to work collaboratively with cross-functional teams.
- Strong organizational skills and attention to detail.
