Tech Support Specialist

Summary

Join Rarible, a Web3 leader, as a Tech Support Specialist focusing on B2C customer support. You will be the first point of contact for retail users, responding to inquiries through various channels. Your responsibilities include issue resolution, escalation management, and maintaining the knowledge base. You will collaborate with other teams, track KPIs, and provide exceptional customer support. This role offers professional growth opportunities in a collaborative and innovative environment. Rarible provides benefits such as unlimited paid time off, stock options, and RARI Token grants.

Requirements

• Have some background in customer support, client-facing roles, or retail customer service
• Be comfortable explaining concepts clearly—in writing, via chat, or on camera—and excel at empathetic, supportive communication
• Be eager to learn and grow

Responsibilities

• Serve as the first point of contact for our retail user base, responding to inquiries via Zendesk, Slack, and video calls
• Provide a welcoming and empathetic experience for customers, ensuring they feel supported and understood at every stage
• Work closely with product, engineering, and operations teams to escalate issues when necessary and stay aligned on user needs
• Shape and continually improve FAQ articles and other self-help materials; moderate and manage content to keep our resources accurate and user-friendly
• Spot common questions or concerns and share insights with internal teams to boost overall user satisfaction and guide product development
• Track response times, ticket resolution rates, and user satisfaction metrics; use these insights to refine support processes and enhance the user experience
• Address and resolve user inquiries promptly and professionally, providing clear and friendly communication at all times
• Escalate issues to the appropriate teams and follow through to ensure a timely resolution when necessary
• Develop and maintain FAQ articles, guides, and other resources to empower users to find solutions independently
• Collect user feedback and feature requests; share these insights with the product team to help refine and improve the overall experience
• Monitor support-related KPIs (like ticket resolution time and user satisfaction), ensuring they meet or exceed targets

Preferred Qualifications

• Have experience using Zendesk or similar ticketing platforms
• Have helped shape or manage knowledge bases and FAQs before and understand the importance of clear, user-friendly documentation
• Appreciate the importance of tracking performance metrics and are open to learning how to measure and improve them
• Have an interest in NFTs, crypto, or Web3
• Thrive in a collaborative environment and enjoy working with multiple teams to solve problems and deliver exceptional results
• Excel at juggling multiple tasks and prioritizing effectively in a fast-paced environment

Benefits

• Unlimited paid days off policy to prioritize your own rest and relaxation
• Stock options and RARI Token grants, empowering you to be a part of our success story