At arenaflex, we're revolutionizing the way value flows on the internet by building innovative products that simplify and secure access to decentralized finance (DeFi). Our team is passionate about creating a seamless user experience, and we're looking for a talented Customer Support Associate to join our Nights & Weekends team. As a key member of our support team, you'll be the frontline for assisting users, triaging issues, and ensuring smooth platform operations outside of Eastern Time (EST/EDT) business hours.
**About arenaflex**
arenaflex is a leading company in the DeFi space, building products that help millions of people access DeFi simply and securely. Our flagship products include the Uniswap Web App and Wallet, as well as crypto infrastructure like the Uniswap Trading API, and Unichain. We're also contributing to the development of the Uniswap Protocol, which has processed over $2.9 trillion in volume across thousands of tokens on Ethereum and 12+ other chains.
**Join our mission**
When you join arenaflex, you become part of a team that's shaping the future of DeFi. Our team is passionate about innovation, collaboration, and customer satisfaction. We're looking for a Customer Support Associate who shares our values and is dedicated to providing exceptional support to our users.
**Responsibilities**
As a Customer Support Associate – Nights & Weekends at arenaflex, you'll be responsible for:
* Providing Tier 1 user support via Zendesk email, ensuring that every inquiry is handled in accordance with our Service Level Agreements (SLAs)
* Acting as an advocate and onboarding specialist for users, helping them navigate our products and services
* Communicating effectively with the broader support and engineering teams to flag incidents or issues that require escalation
* Being the first touch point for all user issues, responsible for ensuring that every inquiry is handled in accordance with our SLAs
* Synthesizing insights from user interactions and surfacing critical issues to the Engineering team
* Providing prompt, accurate, and friendly support, answering customer queries via Zendesk email
* Diagnosing and resolving non-complex technical issues, escalating complex problems to the appropriate teams and following up to ensure resolution
* Acting as the voice of the customer, sharing feedback and insights with the Product and Engineering teams
* Maintaining accurate records of customer interactions and communications
* Contributing to the ongoing improvement of the Customer Support processes and resources
**Requirements**
To be successful in this role, you'll need:
* Experience in customer support or similar in a high-growth environment (ideal, but not required to apply)
* Strong written and verbal communication skills that can effectively distill complex concepts into simple ones
* A passion for helping others and a commitment to providing exceptional customer service
* The ability to help solve complex problems end-to-end, minimizing delegation and ensuring timely resolution
**Nice to Haves**
While not required, experience with DeFi, knowledge of blockchains, and experience using crypto wallets would be a significant plus. If you're a fan of unicorns and are passionate about the DeFi space, we'd love to hear from you!
**What we offer**
As a Customer Support Associate – Nights & Weekends at arenaflex, you'll enjoy:
* A minimum hourly rate of $37-$41/hr, with the opportunity to earn more based on performance
* A dynamic and supportive work environment that encourages collaboration and innovation
* Opportunities for career growth and professional development, including training and mentorship programs
* A comprehensive benefits package, including equity, tokens, and other perks, dependent on the position type
* The chance to work with a talented team of professionals who are passionate about shaping the future of DeFi
**How to apply**
If you're a motivated and customer-focused individual who is passionate about DeFi, we'd love to hear from you! Please submit your application, including your resume and a cover letter, to our careers page. We can't wait to hear from you and explore how you can join our team at arenaflex!