Operations Associate
About the Role
You will assist users from around the world to navigate Etherscan and Ethereum, respond to questions accurately and promptly, and convert technical information into simple, digestible tutorials and FAQs. You will identify user challenges, analyze and report product bugs, share feedback with the team, update off-chain metadata, and monitor social channels to answer queries.
Requirements
- At least 2 years of experience in an operations or customer support role
- Bachelor's degree in English, communications, linguistics, or a related field
- Experience using help desk software and remote support tools
- Strong command of English, both written and spoken
- Excellent communication and problem-solving skills
- Ability to identify trends between support tickets to preempt issues
- High empathy for users less knowledgeable about blockchain and cryptocurrencies
- Ability to handle all types of user questions politely and patiently, with assertiveness when necessary
- Self-motivated and able to work independently with minimal supervision
- Passion or knowledge about Ethereum is a plus
Responsibilities
- Assist users to navigate Etherscan and Ethereum
- Write tutorials and explainers simplifying technical content
- Respond to user questions in a timely and accurate way
- Identify user challenges and explain how related features can help
- Analyze and report product bugs
- Share feature requests and user feedback with the team
- Update off-chain metadata quickly and correctly
- Help curate Ethereum and Etherscan FAQs
- Process technical information into simple, digestible content
- Monitor social media channels and answer Etherscan-related questions