Customer Success and Support Specialist

We are seeking a highly skilled and motivated Customer Success and Support Specialist to join our globally distributed team and who will assist with the customer support function as well as onboarding, managing and expanding all Thrive partner communities. As a Customer Success and Support Specialist you will assist a Customer Success Manager as a point of contact for our partner community clients, guiding them through the implementation process, providing ongoing expert support, develop relationships with key partner community stakeholders, and ensure that the success of each program is broadcasted widely. The Customer Success and Support Specialist will closely collaborate with our VP of Customer Success to ensure that each partner community achieves their critical milestones.

Responsibilities:

Customer Support

• Provide timely and accurate customer support through Discord, X/Twitter, Zendesk, Telegram and other channels, ensuring high customer satisfaction
• Address and resolve customer inquiries and issues related to the Thrive App and our partner community deployments
• Collaborate with the technical team to troubleshoot simple and complex issues and provide effective solutions
• Maintain an in-depth knowledge of our products, services, and the web3 industry to provide informed support
• Gather community feedback and insights from our clients and their communities to inform product development and improvement

Client Onboarding and Implementation:

• Acquire thorough knowledge of our partner communities and their present and future challenges and opportunities, and how our solution addresses them
• Help provide training, resources, and other implementation assistance to help clients understand and effectively use our platform
• Help us communicate our vision, values, and capabilities in a way that inspires and emboldens a passionate, thriving, growing community

Account Management: 

• Help with regularly review account health, identify risks, and proactively address issues to prevent churn
• Prepare agendas, reports, presentations, and assist in partner community update meetings

Feedback and Product Advocacy: 

• Help Customer Success Managers gather client feedback – including from key stakeholders and other community members – and collaborate with the product development team to drive future product enhancements and roadmap
• Educate clients about new features and updates to ensure maximum utilization of the platform

Requirements:

• Fluent in spoken and written English
• Must be available to work during business hours in Asia Time Zones (UTC+7 to UTC+9)
• Familiarity with, and interest in, the web3 / crypto space
• Highly social; you love working with people inspired by the possibilities of web3 and are excited to work in the crypto space 
• Exceptional time management, including work planning, prioritization, and organization
• Work effectively with teams within Thrive and with key partner community stakeholders
• Ability to create succinctly written documentation (e.g., Discord, Slack, emails, Google
• Sheets, Google Docs)
• Ability to multitask and persevere in a fast-paced, dynamic environment with a sense of urgency 
• Have fun; make sure others have fun too
• Highly autonomous; you thrive on iterative learning-by-doing 
• Excel in a remote-only work environment 
• High emotional intelligence with an ability to think creatively, strategically, and innovatively 
• Intrinsic desire to build alongside a passionate and mission-driven team whose values align with yours

Work expectations:

• Full-time; whatever is needed to win
• Vision-focused / heart alignment 
• Outcome oriented; unafraid to speak up and take initiative
• Growth mindset
• Work effectively with teams within Thrive and with key partner community stakeholders

Nice to have:

• Deep familiarity with the web3 / crypto space (bonus points for degens)
• Exposure to a technology startup environment
• Experience working in a client-facing role managing clients and building client relationships 

Benefits:

• Flexible working hours
• Remote and distributed workforce (e.g. work from home!)
• Rapid learning and growth
• Opportunity to learn from and collaborate with a team of all-stars
• Opportunity to shape a core part of what’s been described by clients as “by far the best community engagement platform they’ve ever seen”

Listed in: Web3 Jobs, Remote Crypto Jobs, Web3 Web3 Jobs.