Community Support Engineer APAC Time Zone

Framework Ventures; United States; Remote; USD 50,000 - 70,000; Full time

Benefits offered by this job

Health insurance reimbursement

30 days paid time off

Parental leave

Unlimited bereavement leave

Seasonal perks

Competitive pay in Bitcoin

Job summary

Framework Ventures is seeking a Community Support Engineer (CSE) to provide top-notch customer support. This remote position requires excellent written English skills and empathy for customers. You will help users manage digital assets and work flexible hours over the weekend. The role offers 30 days of paid time off, health benefits, and competitive pay in Bitcoin. The ideal candidate is detail-oriented, tech-savvy, and capable of managing multiple tasks efficiently.

Qualifications

• Ability to manage competing priorities and maintain performance standards.
• Comfortable working 0 UTC to 8 UTC on weekends.
• Understanding of digital assets, including security and network fees.

Responsibilities

• Promptly respond to customer inquiries across multiple channels.
• Assist users in navigating digital asset management.
• Provide exceptional customer experiences.

Skills

Excellent written English skills

Empathy for customers

Detail-oriented

Tech-savvy

Self-starter

Fluency in other languages

Tools

Intercom or other support platforms

Job description

Overview

At Exodus, we refer to our Customer Support Specialists as Community Support Engineers (CSEs). Our team builds customer trust by providing reliable, friendly, knowledgeable, and empathetic support 24/7.

Responsibilities

• Promptly respond to customer inquiries across multiple channels.
• Assist users in navigating the intricacies of managing digital assets.
• Provide above‑and‑beyond experiences that leave a lasting positive impression.
• Use problem‑solving abilities to resolve unique customer problems and maintain consistent ticket housekeeping.
• Actively contribute to the team by providing valuable feedback to improve support infrastructure and overall performance.
• Contribute to projects, quality assurance, incident management, and value‑added tasks.

Qualifications

• Reside in the APAC region, UTC +8 to UTC +14 time zones.
• Comfortable working 8 hours per weekend, including at least one Saturday or Sunday shift.
• Comfortable working between 0 UTC and 8 UTC.
• Excellent written English skills, proper grammar and punctuation.
• Empathy for customers, inquisitive, and love troubleshooting.
• Detail‑oriented, able to provide detailed responses.
• Ability to translate customer pain points into product feedback.
• Understanding of digital assets, including security, confirmations, block times, and network fees.
• Tech‑savvy with knowledge of general computers and personal operating systems.
• Self‑starter, works well with minimal supervision, thrives in a remote environment.
• Able to manage competing priorities and maintain performance standards.
• Highly coachable and takes responsibility for actions.

A Plus

• Fluency in other languages (Spanish, Russian, German, French, or Portuguese).
• Familiarity with Intercom or other support platforms.

Benefits

• Health: $500 monthly for medical and dental insurance for you and dependents.
• PTO: 30 days of paid time off per year plus a semi‑flexible schedule.
• Unlimited bereavement: full salary for the first two weeks after the loss of an immediate family member, with additional time to grieve.
• Parental leave: 13 weeks fully paid for primary caregiver; 4 weeks if secondary caregiver.
• Tax help: reimbursement for professional tax specialist depending on location.
• Perks: seasonal perks such as gym membership coverage and therapy coverage; quarterly Wellness Days.
• Competitive pay and benefits package; 100% pay in Bitcoin with buffer to account for price changes and exchange fees.
• All tools needed for the job.