Customer Support Lead - U.S. time zones

Overview

Toniq Labs is on a mission to realize the blockchain future of Web3! We especially love the Internet Computer -- an ecosystem where we are one of the earliest and fastest growing companies. As a company, we build highly visible products that help creators and developers build, launch, and scale NFT-based games and applications.

As a Customer Support Lead at Toniq Labs, you will be critical to growing and shaping the community across our suite of products including Entrepot, Stoic Wallet, Cronics, Rise of the Magni, and more. You will be customer-facing via Discord, Telegram, Email, and Social Media and have a significant impact helping us deliver the best customer experience in all of web3. You will also help us develop and expand our knowledge base and resources to help people learn about our products.

We are looking for someone enthusiastic about web3 and Internet Computer, ideally with prior experience using our products. We are open to candidates all over the world! This is a part-time role for approximately 20 hours per week.

Responsibilities:

• Providing introductory information to new users
• Ensuring that users are satisfied with products or services
• Handling customer technical support cases through discord and email submission
  • Determining the quickest, most effective ways to answer a client’s or user’s questions
  • Escalating queries and concerns
  • Troubleshooting common issues with a product or service
• Updating the company FAQ document and knowledge center
• Improving existing support processes by evaluating objectives and specifications, reviewing proposed changes and making recommendations
• Maintain client confidence by keeping their information confidential

Requirements:

• General understanding of blockchain technology
• Knowledge of how to use a blockchain explorer
• Experience in a customer facing / customer support role
• Willingness to learn new technologies

Preferred Qualifications:

• Knowledge of the Internet Computer blockchain
• Ability to use Internet Computer block explorers
• Experience using Entrepot Marketplace
• Experience using Stoic Wallet

Important Note: These are the attributes we are looking for broadly, but we realize you may not meet every qualification. If you’re excited about Toniq Labs and feel confident about most, but not all, of these qualifications, please apply!