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Customer Success Specialist

ensuring customer satisfaction and managing day-to-day customer requests via our ticket system (Zendesk) and social media channels

type of job

full-time

updated at

11 months ago

job details

Role Overview

As a Customer Success Specialist, you will be responsible for ensuring customer satisfaction and managing day-to-day customer requests via our ticket system (Zendesk) and social media channels (Discord, Twitter). You will be the main point of contact for customers, and will own customer problems until they are solved, escalating technical problems to the product team when necessary.

Please note: This is a remote position and may contain some shift work - this person should be based in in the US or americas timezone.

Responsibilities

  • Respond to day-to-day customer and community requests via Zendesk and social media channels
  • Own customer problems until they are solved, and escalate technical problems to the product team when necessary
  • Manage legal notices of copyright infringement and reporting of fraudulent activity on the platform
  • Report weekly and monthly activity through analytics and insights reports
  • Follow monthly and quarterly objectives based on data to improve customer satisfaction
  • Constantly improve processes in a fast-moving market and start-up environment

Requirements

  • Previous experience isn't a must, but ideally you have experience in a customer care, customer success, or account management role
  • Outstanding written and verbal skills in English
  • Knowledge of web3 culture and the NFT market
  • Deep care for customer experience
  • Zendesk experience is a plus

Benefits

  • Working for a rapidly expanding global organization
  • Mentorship, training and career progression plans with leadership focused on developing the teams
  • Team that cares about products and working conditions
  • Flexible hours
  • Full-time, paid vacations 
  • Remote first with relocation packages available

About Us

Rarible is a top multichain, community-centric NFT marketplace. It is underpinned by Rarible Protocol, community-governed NFT trading API that simplifies building community marketplaces and other ground-breaking NFT projects and integrations.

With over $300 million in trading volume to date, Rarible is one of the leading NFT brands, constantly innovating on the decentralized solutions for the web3 space.

We are growing and evolving non-stop, and are looking for a Partner Manager to join our dynamic and passionate web3 team.