Customer Support Specialist

Summary

Join Dune, a leading crypto data analytics platform, as a Customer Support Specialist! This remote role, based in the US East Coast (EST) or Europe West (GMT or CEST), requires providing world-class technical assistance to paid users across multiple channels. You will troubleshoot technical issues, collaborate with other teams, and develop support documentation. The ideal candidate possesses strong customer empathy, investigative skills, and excellent communication. Dune offers a competitive salary and equity package, along with comprehensive benefits including generous PTO, remote work flexibility, health insurance, paid parental leave, and various perks.

Requirements

• 2+ years of experience in customer support, technical support, or similar roles
• Experience with crypto data, ideally with hands-on use of Dune or building dashboards in the past
• A proven ability to stay organized and thrive under pressure in a fast-paced, multi-channel support environment
• Strong investigative skills and a problem-solving mindset, with the curiosity to dive into technical issues
• Excellent communication skills, with an empathetic approach to helping users navigate challenges
• Based in the US East Coast (EST) or Europe West (GMT or CEST)

Responsibilities

• Troubleshoot and resolve technical issues for paid users across high-traffic support channels (Discord, Telegram, Zendesk)
• Stay curious and proactive, digging deep into complex customer issues to identify root causes and drive resolutions
• Collaborate with Product and Engineering to escalate problems and ensure user needs are addressed effectively
• Develop and refine support documentation, FAQs, and user guides to empower users and streamline support

Benefits

• A competitive salary and equity package
• Our employee equity scheme has world-class employee-friendly terms with a heavily discounted strike price (~90%) and a 10-year exercise window
• 5 weeks PTO + local public holidays (that can be swapped to suit you)
• A fully remote-first approach within a distributed team with flexible working hours; you structure your own day
• Good health is important, so we offer private medical insurance, dental & vision as standard
• We believe in paid parental leave to help you celebrate this important milestone, transition to your new life, and bond with your new baby. We offer 16 weeks to primary caregivers and 6 weeks to secondary caregivers, fully paid. Plus a 2-week part-time phased return at full pay to help you get used to your new (and slightly more complex!) schedule
• Quarterly offsites in various exciting locations as a company or team to connect, work together and have fun
• On top of this each person gets a yearly travel allowance to connect and co-work with someone or a team of people for a few days
• An allowance for your at-home setup, to ensure you are happy, comfortable and productive. If you prefer a local co-working space, we’ll pay for your desk