Community Support Engineer EMEA Time Zone

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

Benefits offered by this job

Health insurance stipend

30 days PTO

Flexible work schedule

Unlimited Bereavement leave

Parental leave

Seasonal perks

Job summary

Framework Ventures seeks a Community Support Engineer for a remote role, helping customers manage their digital assets. As a CSE, you'll respond to inquiries, troubleshoot issues, and provide customer support. Ideal candidates have strong English skills, empathy, and are tech-savvy. The position offers flexible hours, competitive pay in Bitcoin, and generous benefits like 30 PTO days, healthcare stipends, and parental leave. Join our distributed team to help transform finance through cryptocurrency.

Qualifications

• Amazing written English skills, including proper grammar and punctuation.
• Empathetic with customers, can troubleshoot to find answers.
• Detail-oriented, providing detailed responses with product feedback.

Responsibilities

• Respond to customer inquiries across multiple channels.
• Assist users in managing digital assets.
• Contribute feedback to improve customer support infrastructure.

Skills

Customer empathy

Problem-solving

Written English skills

Technical savvy

Tools

Intercom

Job description

Overview

At Exodus, we refer to our Customer Support Specialists as Community Support Engineers or CSEs! Our talented team of CSEs builds customer trust by providing reliable, friendly, knowledgeable, and empathetic customer support 24 hours a day, 7 days a week.

Intro

Like managing your digital assets. Enjoy problem-solving by reading and searching for answers. Love helping others and teaching your friends all about cryptocurrencies.

What You Will Do

Promptly respond to customer inquiries across multiple channels. Assist users in navigating the intricacies of managing digital assets. Provide above-and-beyond customer 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 the customer support infrastructure and enhance the overall performance of Exodus. Contribute to projects, quality assurance, incident management, and value-added tasks.

Who You Are

You live in the EMEA Region (UTC 0 to UTC +4 time zones) and can work between 6:00 UTC and 18:00 UTC. You are comfortable working 8 hours per weekend, including at least one Saturday or Sunday shift. You are comfortable working between 8 UTC and 16 UTC. You have amazing written English skills, including proper grammar and punctuation. You empathize with customers on the simplest of problems, are inquisitive, and love troubleshooting to find an answer. You are detail-oriented and can provide detailed responses to customers with the unique ability to turn customer pain points into insightful product feedback. You understand how digital assets work, including security, confirmations, block times, network fees, etc. You are tech-savvy and have general knowledge of computers, including your operating systems. You are a self-starter who works well with minimal supervision and thrives in a remote work environment. You can manage competing priorities and prioritize them appropriately while maintaining performance standards. You are highly coachable and take responsibility for your actions.

A Plus

You are bilingual or multilingual and can speak other languages besides English, particularly Spanish, Russian, German, French, or Portuguese. You are familiar with Intercom or other support platforms.

About Exodus

Exodus is a multi-asset cryptocurrency wallet with a built-in exchange feature. We started our movement in 2015 and have been a distributed team since then. We aim to help half of the world exit the traditional financial system and move into the crypto financial system by 2030. To do that, we want to make sure we hire the best of the best: people who are intrinsically motivated by what we are trying to achieve and love what they do professionally.

What We Offer

A remote environment with partially flexible hours. Building the future. Cryptocurrencies lay the foundation for the Internet of Value, the next major wave in application technology and personal finance. Collaborative and feedback-driven culture. Opportunity to grow. 100% pay in Bitcoin with a buffer to account for price changes and exchange fees. Fair pay and a competitive benefits package, no matter where you live. All the tools you need to do the job.

Benefits

Health: $500 monthly for any medical and dental insurance for you and your dependents. PTO: 30 days of paid time off per year on top of a semi-flexible schedule. Unlimited Bereavement: We will pay you your full salary for the first two weeks for the loss of any immediate family members, but we allow you to take all the time you need to grieve outside of that. Parental Leave: 13 weeks of fully paid leave and a month of flexible work for the primary caregiver. 4 weeks of paid leave if you are the child's secondary caregiver. Perks: Exodus offers a variety of seasonal perks, such as coverage for gym memberships and therapy. We also offer quarterly Wellness Days! We want to ensure all our employees know they are our priority and give back for their hard work often. Tax Help: Is getting paid in Bitcoin new to you? Don't worry! We will reimburse you for speaking with a professional tax specialist in your state/country to make sure everything is taken care of.