Remote Community Support Engineer

Summary

Join our team of Community Support Engineers and build customer trust by providing reliable, friendly, knowledgeable, and empathetic customer support 24 hours a day, seven days a week. As an Exodus CSE, you will connect and form relationships with our customers across multiple channels, making them feel heard and supported and resolving their issues efficiently.

Requirements

• You live in the AMER Region in the UTC -10 to UTC -4 time zones (Pacific, Mountain, Central or Eastern)
• You are comfortable working 40 hours a week, which includes at least one 8-hour shift on Saturday or Sunday
• You are comfortable working all your shifts until 0 UTC (8 pm Eastern Standard Time - US & Canada)
• 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

Responsibilities

• 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

Preferred Qualifications

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

Benefits

• Most of our health insurance plans are covered 100% for you and covered 50% for your dependents. We’ll also cover dental insurance
• 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
• 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
• 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