Customer Support at Orca

Job Description

Key Responsibilities

• 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.

Job Requirements

• Prior experience in community support, customer service, or a related role.
• Strong technical aptitude and ability to troubleshoot user issues effectively.
• Excellent communication skills, both written and verbal.
• Ability to identify and escalate critical issues promptly.
• Experience with community moderation and fostering a safe, inclusive environment.
• Familiarity with social media platforms and ticketing systems (e.g., Discord, MetaCRM).
• Knowledge of the crypto ecosystem and trends is a plus.
• Ability to work collaboratively with cross-functional teams.
• Strong organizational skills and attention to detail.