The Tech Support Specialist at Rarible focuses on providing exceptional customer support for B2C retail users. Responsibilities include resolving inquiries, managing FAQs, tracking performance metrics, and collaborating with cross-functional teams to enhance user experience.
Rarible is a leader in the Web3 ecosystem, empowering businesses and individuals with best-in-class NFT marketplaces. We’re seeking an Tech Support Specialist who will focus on B2C (retail) customers, ensuring they have the best possible experience when using our platform. If you’re people-focused, eager to learn, and excited about blockchain and NFTs, we want to hear from you!
Your Role:
- Customer-Centric Support: Serve as the first point of contact for our retail user base, responding to inquiries via Zendesk, Slack, and video calls.
- Build Relationships: Provide a welcoming and empathetic experience for customers, ensuring they feel supported and understood at every stage.
- Collaborate Cross-Functionally: Work closely with product, engineering, and operations teams to escalate issues when necessary and stay aligned on user needs.
- Create and Maintain Knowledge Base: Shape and continually improve FAQ articles and other self-help materials; moderate and manage content to keep our resources accurate and user-friendly.
- Identify and Communicate Trends: Spot common questions or concerns and share insights with internal teams to boost overall user satisfaction and guide product development.
- Monitor KPIs: Track response times, ticket resolution rates, and user satisfaction metrics; use these insights to refine support processes and enhance the user experience.
Key Responsibilities:
- Issue Resolution: Address and resolve user inquiries promptly and professionally, providing clear and friendly communication at all times.
- Escalation Management: When necessary, escalate issues to the appropriate teams and follow through to ensure a timely resolution.
- Content & FAQ Ownership: Develop and maintain FAQ articles, guides, and other resources to empower users to find solutions independently.
- Feedback Loop: Collect user feedback and feature requests; share these insights with the product team to help refine and improve the overall experience.
- KPI & Quality Tracking: Monitor support-related KPIs (like ticket resolution time and user satisfaction), ensuring they meet or exceed targets.
About you:
- Experience: You may have some background in customer support, client-facing roles, or retail customer service. Above all, you’re eager to learn and grow.
- Strong Communicator: Comfortable explaining concepts clearly—in writing, via chat, or on camera—and you excel at empathetic, supportive communication.
- Zendesk Familiarity: Experience using Zendesk or similar ticketing platforms is a plus; you’re ready to learn quickly if not already proficient.
- FAQ & Content Moderation Skills: You’ve helped shape or manage knowledge bases and FAQs before and understand the importance of clear, user-friendly documentation.
- Data & KPI Awareness: You appreciate the importance of tracking performance metrics and are open to learning how to measure and improve them.
- Tech Curiosity: An interest in NFTs, crypto, or Web3 is a bonus—but primarily, you’re excited to learn about our products and guide customers through their journey.
- Team Player: You thrive in a collaborative environment and enjoy working with multiple teams to solve problems and deliver exceptional results.
- Organized & Efficient: You excel at juggling multiple tasks and prioritizing effectively in a fast-paced environment.
Why Join Rarible
- Shape the Future: Contribute to the rapidly evolving world of NFTs and Web3, helping retail users explore and engage with cutting-edge technology.
- Professional Growth: Develop a strong foundation in tech support, knowledge base management, and KPI tracking—valuable skills in any modern organization.
- Collaborative Culture: Join a diverse, global team that values innovation, continuous learning, and the shared success of our community.
- Meaningful Impact: Your work directly influences user happiness and drives product improvements, giving you a chance to make a real difference
- Well-being: Unlimited paid days off policy to prioritize your own rest and relaxation.
- Ownership: Stock options and RARI Token grants, empowering you to be a part of our success story.
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