Dedicated Support Lead (Web3 SaaS Platform) Full Time

Dedicated Support Lead (Web3 SaaS Platform) | An innovative enterprise platform | Remote, Global  

We are partnered with an innovative enterprise platform that enables businesses to run their operations onchain. The product allows companies to deploy smart accounts and manage their onchain assets in a secure and customizable way.

We are seeking a passionate and user-centric Dedicated Support Lead to join the team. In this role, you’ll be the primary point of contact for users, helping them resolve issues, navigate the platform, and improve their experience. You’ll manage support channels, log user-reported issues, and work closely with our development team to ensure these are addressed quickly and efficiently.

As the Support Lead, your insights will directly influence product improvements and guide future updates. You’ll build strong relationships with users to foster open communication and trust. This is a critical role where you’ll have a direct impact on shaping the product.

Key Responsibilities:

• User Engagement: Interact with users across multiple channels (Discord, Telegram, email, X) to gather feedback and provide top-tier support.
• Pain Point Analysis: Listen actively to users to identify recurring issues or areas for improvement and Conduct surveys and feedback sessions to gather valuable user insights.
• Issue Logging and Tracking:Document user-reported issues with high accuracy and categorize them by priority and impact.
• Collaboration with Development Team: Work closely with our developers to communicate user concerns and follow up on resolutions.
• Reporting: Generate regular reports highlighting key user trends, issues, and areas that need attention and provide data-driven recommendations to inform product updates and improvements.
• Process Improvement: Evaluate and refine support processes to enhance user satisfaction and operational efficiency.

Requirements:

• Minimum of 3 years in customer support, user experience, working in a Web3 related field
• Proven experience in managing support databases and tracking systems.
• Excellent communication skills (both written and verbal), capable of simplifying complex issues.
• Proficiency in support tools such as Linear, Jira, or CRM systems.
• A proactive problem-solver with a collaborative mindset, always looking for ways to improve processes and user experience.

What We Offer:

• Competitive salary and equity options.
• The opportunity to work with a passionate, high-impact team on the forefront of onchain asset management.
• Professional development opportunities with the chance to grow as we continue to scale.
• Remote flexibility and the autonomy to shape your role.

If you’re passionate about Web3, decentralization, and helping users succeed, we’d love to hear from you. Please submit your resume and any relevant work samples to join our growing team.