Customer Support Representative

Customer Support Representative – Impact Brands Decosystem

Contract • Remote • Web3 / Blockchain Ecosystem

About the Role

DMD Solutions is partnering with Foundations United to find the next Customer Support Representative to support the Impact Brands Decosystem — a decentralized collective of blockchain-powered brands that are redefining how people interact with technology, communities, and real-world products.

This ecosystem includes brands that have launched their own blockchains to support decentralization in their industries. Use cases span AI-supported video conferencing tools, on-chain tracking of the foods we consume, decentralized finance, digital identity, loyalty systems, and more.

The brands within the ecosystem are actively changing how the world interacts, transacts, and builds trust in digital and physical spaces.

Customer Service plays a critical role in that mission — combining human empathy, AI-powered automation, on-chain transparency, and community-driven support models.

If you enjoy helping people, solving problems, and contributing to next-generation support models in Web3, this role is for you.

Role Overview

The Customer Support Representative provides fast, accurate, and empathetic support to members, customers, and community contributors across the Impact Brands Decosystem.

This role blends high-quality human support with AI-assisted workflows, on-chain ticketing, and tokenized recognition systems. You will support inquiries related to products, memberships, benefits, wallets, nodes, NFTs, accounts, and participation across multiple blockchain communities.

You will work in a global, decentralized, async-first environment and collaborate with AI teams, brand leads, community managers, product teams, and engineering partners.

Responsibilities

Daily Support & Service Delivery

• Respond to customer inquiries via Discord, email, and on-chain ticketing systems
• Provide clear information about memberships, benefits, rewards, NFTs, nodes, and product usage
• Troubleshoot wallet issues, transactions, and account access
• Ensure every interaction is human, empathetic, and easy to understand

AI & Automation Collaboration

• Work with AI triage systems to classify and escalate tickets
• Identify AI knowledge gaps and improve FAQs and workflows
• Take ownership of complex escalations from AI systems

Ecosystem Support

• Support community incentive programs by tagging resolved cases and recognizing contributors
• Provide priority support to VIPs and key community members
• Share insights and trends with product and engineering teams

Knowledge Management

• Maintain and update FAQs, macros, scripts, and internal documentation
• Ensure clarity and consistency across support resources
• Contribute to long-term on-chain knowledge systems

Quality & Continuous Improvement

• Meet or exceed targets for response times and CSAT
• Escalate recurring issues and bugs
• Participate in team retrospectives and training

Qualifications

Must-Have

• 2+ years in customer service, CX, technical support, or community management
• Excellent written communication in async/chat environments
• High empathy and ability to simplify technical concepts
• Basic Web3 knowledge or strong willingness to learn
• Comfortable working independently in remote teams
• Fluency in English

Nice-to-Have

• Web3, wallet, NFT, node, DAO, or DeFi experience
• Experience with AI-supported service tools
• Familiarity with Discord, Zendesk, or Web3-native systems
• Experience writing help-center content
• Multi-time-zone availability

Personal Traits

• Natural helper and problem-solver
• Calm under pressure
• Clear and structured communicator
• Comfortable in fast-moving environments
• Curious and self-motivated
• Sees customer service as relationship-building

Success Metrics

• High CSAT and positive sentiment
• Fast, helpful responses
• Low ticket reopen rates
• Contributions to knowledge bases and AI training
• Strong cross-brand collaboration

Why Join the Impact Brands Decosystem?

• Support cutting-edge blockchain projects with real-world impact
• Help shape next-generation decentralized support models
• Work in a culture rooted in empathy and community
• Join a global ecosystem with high growth potential
• Participate in tokenized recognition and reward systems
• Be part of meaningful innovation that changes how people interact with technology

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