Remote Senior Customer Success Analyst

Summary

Join Decentralized Masters, a rapidly growing educational platform in the DeFi space, as a Member Success representative. You will be responsible for the success of approximately 200 students per month, providing education and support through various channels. This role requires strong communication, technical understanding of DeFi, and experience in customer success. You will leverage your expertise to educate customers, monitor community engagement, and contribute to process improvements. Decentralized Masters offers a competitive salary, commission structure, unlimited PTO, flexible work schedule, and a fully remote work environment.

Requirements

• Must be able to work EST time zone
• Professional English language skills
• 2 years experience in a customer success/service role
• Experience in fast paced environments
• Strong exposure in the DeFi community and social media presence
• Must be a user of DeFi
• Understanding of the crypto/blockchain space
• Excellent interpersonal skills
• Excellent emotional intelligence
• Excellent written and verbal communication skills in English and the ability to discuss and explain technical concepts, solutions and architectures in a simplified manner
• Extreme open-mindedness to new ideas with a mindset of continuous learning

Responsibilities

• Take responsibility for the success of 200 students per month through cohort teaching models on the following KPIs
• Methodically educate customers on our platform by answering questions via email, text or in Q&A sections in Circle and explaining complex crypto concepts in a simplistic manner
• Make sure your assigned customers have been communicated with no longer than 14 days
• Conduct Weekly Analysis of SMS and Email Response Rates
• Continuously follow up with customers to ensure success, keeping the end goal in mind
• Help customers setup Ledgers
• Co-lead Q&A Live Sessions for Accelerator customers
• Actively promote the company culture and customer obsession by answering questions, commenting on posts, helping with requests while maintaining a friendly and professional demeanor
• Become a rockstar in the DeFi Accelerator community
• Monitor Community chat of DeFi Accelerator community
• Manage Accelerator community, curate the circle channels, the support email
• Attend the Accelerator Q&A and Live Step Sessions for potential backups when needed
• Take 1on1 calls with customers to help them learn and succeed in DeFi
• Use various tools to track, communicate and gain valuable statistics for department needs
• Share your knowledge of DeFi, DeFi products, crypto communities, and knowledge of decentralized finance products
• Conduct research for various crypto trends and projects and present it in easy to read, ELI5 way
• Ensure support for each members needs (requests, answer questions, take action)
• Improve the customer journey and delivery (tweak the process)
• Actively participate and add value in team and company meetings
• Build tech tools that improve our product value, and help customers in attaining their goals
• Flesh out the workflow process, adding improvements within each step of the way

Benefits

• Competitive salary package - $36k per year plus commissions with an earning potential of $40k+
• Monthly commission from $500-$1500 based on performance, this number automatically grows as your assigned new members come to maturity after the initial 3-month period as it's a 6-month program
• Ability to earn commissions - no ceiling to your earning potential
• Full time/40 hours a week
• Unlimited PTO
• Flexible work schedule
• Team off-sites
• Young & dynamic culture with team members across 22+ countries
• Fully Remote with a very supportive team. You have the ability to work from anywhere in the world!