Community Support Associate

About the role

In this role, you will be responsible for responding to user inquiries through various channels, including Discord and ticketing systems. You will troubleshoot issues, provide technical support, and ensure compliance with community guidelines while fostering a positive environment.

You will collaborate with different teams to address community needs and help develop educational materials for user onboarding. As Orca expands its product offerings, your insights and feedback will be crucial in shaping the user experience and driving community engagement.

The salary range is between 10,000 and 20,000 USDC, with additional token allocation over four years.

Skills that matter here

• crypto: A strong understanding of crypto and blockchain technologies is essential for effectively supporting users.
• customer support: Prior experience in customer support will help you handle user inquiries and technical issues effectively.
• community management: You will manage community interactions and ensure a safe environment for users.
• problem-solving: Strong problem-solving skills are necessary for troubleshooting technical issues.
• communication: Excellent communication skills are required to interact with users and collaborate with internal teams.

Who this role suits

• Candidates should be empathetic and professional, even under pressure.
• A background in crypto and customer support is essential.
• You should be comfortable using social media platforms and community tools.
• A proactive approach to gathering user feedback and monitoring trends is important.

From the employer

• 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.

• 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).

• Salary: 10,000 - 20,000 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.