Community Support Engineer

Summary

Join Exodus as a Community Support Engineer (CSE) and provide exceptional 24/7 customer support in the cryptocurrency space. You will respond to customer inquiries across multiple channels, assist users with managing digital assets, and resolve issues efficiently. This role requires strong written English skills, empathy, problem-solving abilities, and a deep understanding of digital assets. You must reside in the EMEA region (UTC 0 to UTC +4) and be comfortable working weekends. Exodus offers a remote work environment with partially flexible hours, a competitive benefits package including 100% Bitcoin pay, comprehensive health insurance, and generous PTO. We are looking for self-starters who are highly coachable and thrive in a remote setting.

Requirements

• Live in the EMEA Region (UTC 0 to UTC +4 time zones) and can work between 6:00 UTC - 18:00 UTC
• Be comfortable working 8 hours per weekend
• Have amazing written English skills, including proper grammar and punctuation
• Empathize with customers on the simplest of problems, be inquisitive, and love troubleshooting to find an answer
• Be detail-oriented and can provide detailed responses to customers with the unique ability to turn customer pain points into insightful product feedback
• Understand how digital assets work, including security, confirmations, block times, network fees, etc
• Be tech-savvy and have general knowledge of computers, including your operating systems
• Be a self-starter who works well with minimal supervision and thrives in a remote work environment
• Be able to manage competing priorities and prioritize them appropriately while maintaining performance standards
• Be 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

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

Benefits

• A remote environment with partially flexible hours
• 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
• Most of our health insurance plans are covered 100% for you and covered 50% for your dependents. We’ll also cover dental insurance. If you are outside of the United States, we will reimburse you up to $500 monthly for any medical and dental insurance for you and your dependents
• 30 days of paid time off per year on top of a semi-flexible schedule
• 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
• 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
• Exodus offers a variety of seasonal perks, such as coverage for gym memberships and therapy. We also offer quarterly Wellness Days!
• We will reimburse you for speaking with a professional tax specialist in your state/country to make sure everything is taken care of