U.S. Customer Support
About the Role
You will own the user experience across live chat, email, and community channels. You will handle real-time support, identify trends and high‑priority issues, and escalate them to product, design, and engineering. You will build processes, tools, resources, and training to improve support workflows and reduce customer friction. You will collaborate with regulated entities to ensure communications remain compliant and regulator ready.
Requirements
- 4+ years of experience in financial services, fintech, gaming, or web3
- Experience at the intersection of finance, technology, and user engagement
- Experience in payments, market operations, KYC/AML compliance, or trading infrastructure
- Familiarity with exchanges, digital asset platforms, or regulated fintech environments
- Familiarity with managing large Discord or online communities
- Availability to work shifts on weekends and outside the standard work day
- Excellent written and verbal communication skills
- Willingness to learn DeFi, prediction markets, DAOs, and Web 3.0
Responsibilities
- Manage customer support inquiries, Discord messages, and live chat across multiple timezones
- Collaborate with regulated entities to maintain clear and compliant communication
- Develop and lead customer support across channels including Discord, email, Telegram, and chat
- Serve as trusted contact for the community and escalate high priority issues to product design and engineering
- Build internal programs, tools, resources, and training to launch or improve product support workflows
- Ensure compliance with regulations and standards
- Analyze customer data and pain points to identify opportunities to reduce friction
Benefits
- Competitive salary
- Equity
- Unlimited PTO
- Health vision and dental coverage
- 401k match
- Hardware setup including new MacBook Pro and large display
- In office lunch provided five days per week
- Complimentary snack and drink options in office