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Posted 8 months ago

Build trust with customers in the context of an uncertain ecosystem by providing reliable, friendly, knowledgeable and empathetic customer support.

Description

Exodus Community Support Engineers (CSEs) build trust with customers by providing reliable, friendly, knowledgeable, and empathetic customer support 24 hours a day, 7 days a week.

  • Do you like managing your own digital assets?

  • Do you enjoy problem solving by reading and searching for answers?

  • Do you love helping others and teaching your friends about the blockchain?

If you answered yes to all of those questions, read on.

Exodus receives hundreds of emails and chat messages daily from customers learning about digital assets. As an Exodus CSE you will connect with customers through email, our live Slack chatroom, and social media.

What You Will Do

  • Assist users in navigating the intricacies of managing digital assets.

  • Create and maintain support articles in our Knowledge Base to address common customer questions.

  • Create above-and-beyond customer service experiences that surprise and delight.

  • Facilitate discussion and respond to customers in our live Slack channel.

  • Use problem-solving abilities to resolve unique customer problems.

  • Contribute actively to the team by providing candid and useful feedback to help make Exodus better.

Who You Are

  • You have amazing written English skills including proper grammar and punctuation.

  • You empathize with customers on even the simplest of problems.

  • You understand the basics of how digital assets work including security, confirmations, block times, network fees, etc.

  • You are inquisitive and love troubleshooting to find an answer.

  • You have general knowledge of computers and are familiar with your own OS.

  • You know the importance of securing your digital assets, and you use security best practices.

  • You have excellent references and a history of established relationships in former careers.

  • You take responsibility for your actions.

  • Bonus points for speaking other languages, especially Mandarin.

Salary and Payment

Exodus Community Support Engineers make between 40k - 50k+ USD. All salaries are paid in Bitcoin. Below are general salary guidelines.

  • 40k : You have impressive written English and grammar abilities, and have done customer support in the past. You are empathetic and know how to connect with users on an emotional level. You are knowledgeable about blockchain assets and have strong problem solving abilities. You are self-driven and eager to help optimize the business and individual processes.

  • 50k : Tenured customer support wizard on the phone, in person, through email and live chat. You know every aspect of blockchain assets and security, and can explain complicated concepts easily. You also have leadership abilities and can optimize the current customer service experience and produce measurable improvement. It is likely you understand basic programming + HTML/CSS and can create self-help support documents. You also help educate and motivate other team members. Candidates on this level are typically moved to leadership roles and management positions.

Our Hiring Process

At Exodus, we pride ourselves in hiring people from all around the world. We work with individuals from various backgrounds; some traditional and some a bit more unconventional.

Our hiring process focuses on 2 pillars.

  • Efficiency. You can expect the process to take between one and two weeks. We know what it’s like to wait weeks for a recruiter to get back to you and want to be respectful of your time.

  • Transparency. We anticipate you asking questions and will answer with the utmost candor.

We are committed to shaping a better world and have built our team based on empathy, radical candor, initiative, and humility.

Overall, our goal is that you have a great candidate experience with us.

How To Apply

  • Fill out your answers to our Exodus Community Support Engineer Test

  • Send an email that contains your completed Exodus Customer Support Engineer Test and a few words on why you will be a good fit (highlighting any of the above items that resonate with you and your abilities) to [email protected]

  • If you want to include a CV, please make sure it is in pdf format.