Remote Senior Customer Support Agent

Summary

Dapper Labs is seeking a driven individual to join its Global Customer Support team to help users with their Dapper Wallets and collectible experiences. The ideal candidate has experience in customer success, particularly within the crypto and/or startup industries, and is comfortable working non-traditional hours including weekends and holidays.

Requirements

• Comfortable with a flexible schedule to ensure our collectors are properly served, including working non-traditional hours including weekends and holidays
• Minimum of 3 years' experience in customer success
• Experience working directly with online consumers, ideally within the crypto and/or startup industries
• Clear, concise, empathetic writing and communication skills with an advanced level of English
• Strong experience with CRM tools, such as Zendesk, and working in high-volume support centers managing email and chat/messaging queues

Responsibilities

• Leverage expert knowledge of customer service to promptly field support requests from a mainstream audience, developers, technology enthusiasts, and hobbyists
• Champion the collector’s voice across the company to ensure no issues or feedback fall through the cracks
• Follow, review, and work cross-functionally with other disciplines to test new product developments to stay several steps ahead of potential support issues
• Hone help documentation and internal processes with the objective of lightening the support load so our collectors can enjoy our experiences issue-free

Preferred Qualifications

• Highly engaged in the crypto, web3 community
• Previous work in new-tech and knowledge of the crypto-space

Benefits

Working in Dapper Labs' Kuala Lumpur, Malaysia office