Summary

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:

1. Customer-Centric Support: Serve as the first point of contact for our retail user base, responding to inquiries via Zendesk, Slack, and video calls.
2. Build Relationships: Provide a welcoming and empathetic experience for customers, ensuring they feel supported and understood at every stage.
3. Collaborate Cross-Functionally: Work closely with product, engineering, and operations teams to escalate issues when necessary and stay aligned on user needs.
4. 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.
5. Identify and Communicate Trends: Spot common questions or concerns and share insights with internal teams to boost overall user satisfaction and guide product development.
6. 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:

1. Issue Resolution: Address and resolve user inquiries promptly and professionally, providing clear and friendly communication at all times.
2. Escalation Management: When necessary, escalate issues to the appropriate teams and follow through to ensure a timely resolution.
3. Content & FAQ Ownership: Develop and maintain FAQ articles, guides, and other resources to empower users to find solutions independently.
4. Feedback Loop: Collect user feedback and feature requests; share these insights with the product team to help refine and improve the overall experience.
5. KPI & Quality Tracking: Monitor support-related KPIs (like ticket resolution time and user satisfaction), ensuring they meet or exceed targets.

About you:

1. 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.
2. Strong Communicator: Comfortable explaining concepts clearly—in writing, via chat, or on camera—and you excel at empathetic, supportive communication.
3. Zendesk Familiarity: Experience using Zendesk or similar ticketing platforms is a plus; you’re ready to learn quickly if not already proficient.
4. FAQ & Content Moderation Skills: You’ve helped shape or manage knowledge bases and FAQs before and understand the importance of clear, user-friendly documentation.
5. Data & KPI Awareness: You appreciate the importance of tracking performance metrics and are open to learning how to measure and improve them.
6. 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.
7. Team Player: You thrive in a collaborative environment and enjoy working with multiple teams to solve problems and deliver exceptional results.
8. Organized & Efficient: You excel at juggling multiple tasks and prioritizing effectively in a fast-paced environment.

Skills

• Business Relation
• Communications Skills
• Content
• Cryptocurrency
• Team Collaboration