[Hiring] Customer Support Specialist REMOTE

­­­Position: Customer Support Specialist

Date posted: 2024-12-26

Industry: Other

Employment type: Full Time

Experience: 2 years                     

Qualification: Bachelor’s Degree holder

Location: United States, REMOTE

Company: Dune

Description:

Customer Support Specialist required

About the job

About Dune

Dune is on a mission to make crypto data accessible. We’re a collaborative multi-chain analytics platform used by thousands of developers, analysts, & investors to understand the on-chain world and the frontiers of finance. We’re a team of ~50 employees, working together across Europe and eastern US timezones 🌍️. We believe in our mission, and in building a powerful, open product that allows individuals and communities to do deep research into important ecosystems like Bitcoin, Ethereum, Solana, and many more.

We’re backed by some of the world’s best investors. In February 2022, we announced our Series B funding round led by Coatue and Union Square Ventures, an important milestone that allowed us to double down on our mission. We’re using the funds to educate, reward and empower a new generation of onchain analysts aka Wizards 🧙‍♀️

If you want to have one of the highest impact jobs on the planet, come join our wonderful team of Galaxy brains.

Role Overview

We are seeking a Customer Support Specialist to provide world-class technical assistance and support to Dune’s paid users and customers. This is a fast-paced role where you’ll be bombarded with inquiries across multiple channels, requiring a calm and structured approach to problem-solving. The ideal candidate has strong customer empathy, a natural curiosity to investigate issues, and thrives in a challenging, dynamic environment.

This is a remote role for candidates based in the US East Coast (EST) or Europe West (GMT or CEST). Applications from other time zones will not be considered.

Key Responsibilities

• Troubleshoot and resolve technical issues for paid users across high-traffic support channels (Discord, Telegram, Zendesk).
• Stay curious and proactive, digging deep into complex customer issues to identify root causes and drive resolutions.
• Collaborate with Product and Engineering to escalate problems and ensure user needs are addressed effectively.
• Develop and refine support documentation, FAQs, and user guides to empower users and streamline support.

Minimum Requirements

• 2+ years of experience in customer support, technical support, or similar roles.
• Experience with crypto data, ideally with hands-on use of Dune or building dashboards in the past.
• A proven ability to stay organized and thrive under pressure in a fast-paced, multi-channel support environment.
• Strong investigative skills and a problem-solving mindset, with the curiosity to dive into technical issues.
• Excellent communication skills, with an empathetic approach to helping users navigate challenges.
• Based in the US East Coast (EST) or Europe West (GMT or CEST).

Perks And Benefits

• A competitive salary and equity package 🚀. Both salary and equity is top 25% of companies in the space
• Our employee equity scheme has world-class employee-friendly terms with a heavily discounted strike price (~90%) and a 10-year exercise window
• 5 weeks PTO + local public holidays (that can be swapped to suit you)
• A fully remote-first approach within a distributed team with flexible working hours; you structure your own day
• Say goodbye to meeting overload! We believe in a healthy mix of async and sync work, so you can focus on what truly matters—no more wasted time on endless meetings!
• Good health is important, so we offer private medical insurance, dental & vision as standard 🩺
• We believe in paid parental leave 👶 to help you celebrate this important milestone, transition to your new life, and bond with your new baby. We offer 16 weeks to primary caregivers and 6 weeks to secondary caregivers, fully paid. Plus a 2-week part-time phased return at full pay to help you get used to your new (and slightly more complex!) schedule
• Quarterly offsites in various exciting locations as a company or team to connect, work together and have fun (so far in Tuscany 🇮🇹 Berlin 🇩🇪 Austria 🇦🇹and Athens 🇬🇷).
• On top of this each person gets a yearly travel allowance to connect and co-work with someone or a team of people for a few days.
• An allowance for your at-home setup, to ensure you are happy, comfortable and productive. If you prefer a local co-working space, we’ll pay for your desk.
• Work with some of the best people you’ll ever get to meet!
• And of course, you get some awesome Dune swag!

We are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.