Customer Support Associate - Nights & Weekends at blithequark

Join the blithequark team as a Customer Support Associate, Nights & Weekends, and become an integral part of a dynamic and innovative organization that's revolutionizing the way value flows on the internet. As a key member of our support team, you'll be responsible for providing exceptional user support, troubleshooting technical issues, and ensuring seamless platform operations outside of Eastern Time (EST/EDT) business hours. About blithequark blithequark is a pioneering company that's building products that help millions of people access DeFi simply and securely. From the blithequark Web App and Wallet to crypto infrastructure like the blithequark Trading API, and blithequark, we're committed to making a significant impact on the world of decentralized finance. Our team is passionate about creating a more accessible and user-friendly experience for everyone, and we're looking for like-minded individuals to join us on this exciting journey. Responsibilities As a Customer Support Associate, Nights & Weekends, you'll be the frontline for assisting users, triaging issues, and ensuring smooth platform operations outside of EST/EDT business hours. Your key responsibilities will include: * 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 platform and resolve any issues they may encounter * Communicating effectively with the broader support and engineering teams to flag incidents or issues that require escalation * Being the first point of contact 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 and ensuring that every inquiry is handled in accordance with our SLAs * 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 succeed in this role, you'll need: * Experience in customer support or a similar role in a high-growth environment (ideally) * Strong written and verbal communication skills that can effectively distill complex concepts into simple ones * A passion for helping others and a commitment to delivering exceptional customer experiences * The ability to help solve complex problems end-to-end, minimizing delegation and ensuring seamless resolution * Strong problem-solving skills and a willingness to learn and adapt to new situations 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 passionate about the blithequark ecosystem and have a love for innovation, we'd love to hear from you! What We Offer As a full-time employee at blithequark, you'll enjoy a competitive hourly rate of $37-$41/hour, in accordance with New York City's Pay Transparency Law. You'll also be eligible for other compensation elements, including equity, tokens, and benefits, dependent on the position type. Work Environment and Culture As a remote employee, you'll have the flexibility to work from anywhere, at any time, as long as you're available to work nights and weekends. Our team is passionate about creating a positive and inclusive work environment, where everyone feels valued and supported. We're committed to fostering a culture of innovation, collaboration, and continuous learning, and we're excited to welcome like-minded individuals to our team. If you're passionate about delivering exceptional customer experiences and are excited about the opportunity to join a dynamic and innovative organization, we'd love to hear from you! Please apply including your resume and a cover letter, to. We can't wait to hear from you and explore how you can contribute to the blithequark team! Equal Employment Opportunity blithequark is an equal employment opportunity employer and welcomes applications from diverse candidates. We're committed to creating a workplace that's inclusive, respectful, and supportive of all employees, regardless of their background, culture, or identity.