Customer Support Executive
About the Role
You will become the go-to expert for customers, guiding them through complex on-chain and finance-related issues. You will deliver fast, empathetic support via Plain, own and resolve difficult tickets, and partner with Product, Engineering, and Sales to report bugs and surface feature requests. You will develop deep product expertise, create and improve documentation and help-center content, run projects to improve processes and time to resolution, and share best practices with teammates.
Requirements
- Crypto native with ability to walk through on-chain transactions (e.g., Etherscan)
- Comfortable owning complex tickets for extended periods
- Strong customer communication and remote communication skills
- Ability to dig into technical details and troubleshoot problems
- Coachable with strong ownership and initiative
- Experience with Plain Linear Excel Notion and Slack
- Bonus: experience with accounting reconciliation or finance workflows
Responsibilities
- Deliver fast empathetic support via Plain
- Act as go-to expert for customers and guide them through complex issues
- Partner with Product Engineering and Sales to resolve issues and surface customer insights
- Report bugs and share feature requests
- Develop deep product expertise and provide best practices and workarounds to teammates
- Own projects to improve processes documentation and help center experience
- Drive improvements to time to resolution and customer confidence
- Communicate clearly and over-communicate in remote settings with a bias to action