Community Support Associate - Respond promptly to user inquiries via social channels (Currently Discord) and ticketing systems (MetaCRM). - Troubleshoot user issues, provide detailed and advanced technical support, and escalate out-of-scope problems to appropriate internal teams. - Identify critical issues impacting business continuity or security and escalate rapidly. - Identify and support VIP users with white-glove service. - Funnel partnership and business development inquiries to relevant departments (BD, Marketing, Developer Advocates). - Participate in community moderation, ensuring compliance with community guidelines and fostering a safe environment in line with Orca’s core values. - Assist in user onboarding and education through the creation of guides, FAQs, workshops, and participation in webinars and AMAs. - Gather user feedback and insights to contribute to continuous product and service improvements. - Monitor trends within the wider crypto ecosystem and report relevant developments to the Orca team. - Collaborate with the Community Support, Marketing, and Product teams to address known and emerging community needs, and planning and implementing initiatives that drive engagement and community growth.
What You Bring - Comprehensive knowledge of crypto and blockchain technologies, with a focus on SVM chains and a solid understanding of AMMs, preferably including CLMMs. - Prior experience in customer support, community management, or a related role. - Excellent written and verbal communication skills in English at a fluent/native level. - Strong problem-solving skills with the ability to handle technical issues effectively. - Ability to remain professional, friendly, and empathetic under pressure. - Familiarity with social media platforms and online community tools (Discord, Telegram, Twitter, Reddit). - Capable of working flexible hours, including weekends, to ensure Orca maintains 24/7 support coverage.
Salary: 20,000 - 50,000 USDC Token allocation: 5,000 - 10,000 ORCA over 4 years Opportunity to learn and develop Solana DeFi. Flexible work schedule. Home office stipend. Wellness stipend. Paid subscriptions to GitHub Copilot, ChatGPT, or other tools that make you more productive.
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