Customer Solutions Specialist

Skills

About the Role

You will provide technical assistance and support to paid users, handling a high volume of inquiries across Slack, Telegram, and Zendesk. You will investigate complex issues, identify root causes, and drive timely resolutions. You will escalate bugs and product issues to Product and Engineering and help verify fixes. You will create and maintain support documentation, FAQs, and user guides, and build automation workflows to proactively address recurring customer problems.

Requirements

• 2+ years of experience in customer support or technical support
• Experience with crypto data, ideally with hands-on use of Dune
• Familiarity with SQL or basic data querying to diagnose user issues
• Ability to stay organized and thrive under pressure in a fast-paced multi-channel support environment
• Strong investigative skills and a problem-solving mindset
• Excellent communication skills with an empathetic approach to users
• Based in the US East Coast (EST) or Europe West (GMT or CEST)

Responsibilities

• Manage a high volume of inquiries across multiple channels
• Troubleshoot and resolve technical issues for paid users across support channels (Slack, Telegram, Zendesk)
• Investigate complex customer issues to identify root causes and drive resolutions
• Collaborate with Product and Engineering to escalate and resolve problems
• Develop and refine support documentation, FAQs, and user guides
• Build automation workflows to address recurring customer issues

Benefits

• Equity package (top 25% in the space) with discounted strike price (~90%) and 10-year exercise window
• 5 weeks PTO plus local public holidays (swappable)
• Fully remote-first role with flexible working hours
• Private medical insurance, dental and vision
• Paid parental leave: 16 weeks primary caregiver, 6 weeks secondary caregiver, plus 2-week part-time phased return at full pay
• Quarterly offsites and yearly travel allowance to connect and co-work
• Allowance for at-home setup or local co-working desk
• Company swag