Talantix.io
Foundations United•12.02.26
AI SCORE 8.5

Customer Support Representative - Web3 Ecosystem

$60K–$80K/year
RemoteWeb3
Customer Service•Web3•Discord•Zendesk•Technical Support•AI Tools

About the Role

We're hiring a Customer Support Representative to join Foundations United's Impact Brands Decosystem. This remote role is crucial in providing exceptional support within the Web3 ecosystem, where you'll engage with blockchain-powered brands that are transforming technology interactions. As a Customer Support Representative, you'll play a vital role in ensuring customer satisfaction and community engagement.

What You'll Do

  • Respond to customer inquiries via Discord, email, and on-chain ticketing systems, ensuring fast and accurate support.
  • Provide clear information about memberships, benefits, rewards, NFTs, nodes, and product usage.
  • Troubleshoot wallet issues, transactions, and account access to resolve customer concerns effectively.
  • Collaborate with AI triage systems to classify and escalate tickets, enhancing the support process.
  • Maintain and update FAQs, macros, scripts, and internal documentation to ensure clarity and consistency.
  • Participate in team retrospectives and training to continuously improve service delivery.
  • Support community incentive programs by tagging resolved cases and recognizing contributors.
  • Share insights and trends with product and engineering teams to enhance overall service quality.

Requirements

  • 2+ years in customer service, CX, technical support, or community management.
  • Excellent written communication skills in async/chat environments.
  • High empathy and the ability to simplify technical concepts for diverse audiences.
  • Basic Web3 knowledge or a strong willingness to learn about blockchain technologies.
  • Fluency in English is required.

Nice to Have

  • Experience with Web3, wallets, NFTs, nodes, DAOs, or DeFi.
  • Familiarity with AI-supported service tools and platforms like Discord and Zendesk.
  • Experience writing help-center content and managing knowledge bases.
  • Multi-time-zone availability to support a global customer base.

What We Offer

  • Support cutting-edge blockchain projects with real-world impact.
  • Work in a culture rooted in empathy and community.
  • Participate in tokenized recognition and reward systems.
  • Be part of meaningful innovation that changes how people interact with technology.
  • Join a global ecosystem with high growth potential.
Language Requirements
EnglishC1
BasicIntermediateAdvancedNative
Why This Job8.5 of 10

This Customer Support Representative role offers a unique opportunity to work in the innovative Web3 space, providing empathetic support while being part of a decentralized community.

Salary Range
Required
0/1
Optional
0/1
Bonus
0/1

Who Will Succeed Here

→

Proficient in using Zendesk and Discord for managing customer interactions and support tickets, with a strong understanding of how to leverage AI tools for enhanced customer experience.

→

Self-motivated and adaptable in a fully remote work environment, possessing excellent time management skills to handle multiple customer queries efficiently while maintaining high satisfaction levels.

→

Experience with blockchain technology and a deep understanding of the Web3 ecosystem, enabling the ability to explain complex concepts to customers in a clear and concise manner.

Learning Resources

→The Ultimate Guide to Customer Serviceguide
→Customer Service Fundamentalscourse
→Understanding Web3: A Beginner's Guidearticle

Career Path

Customer Support Representative - Web3 Ecosystem(Now)→Customer Success Manager - Web3(1-2 years)→Director of Customer Experience - Web3(3-5 years)

Market Overview

Market Size 2024
$1.5B
Annual Growth
25.4%
AI Adoption in Customer Support
45%
Investment in Web3 Technologies
+300%
Labour Demand for Customer Support Roles
+20%
Avg Salary for Customer Support in Web3
$65K

Skills & Requirements

Required
Customer ServiceWeb3Discord
Growing in Demand
Blockchain KnowledgeChatbot ManagementData Analysis for Customer Insights
Declining
Traditional Call Center SoftwareEmail-Only Support

Domain Trends

Rise of AI-Driven Support
45% of customer support teams are now integrating AI tools to enhance service efficiency and customer satisfaction.
Shift to Decentralized Platforms
With the growth of Web3, 60% of companies are transitioning to decentralized customer support models, enhancing user engagement.
Increased Use of Community Platforms
70% of customer interactions in the Web3 space are happening on platforms like Discord, emphasizing the need for community management skills.

Industry News

Loading latest industry news...

Finding relevant articles from the last 6 months

All job postings are automatically gathered by algorithms. We do not review or verify listings, be careful when applying and do not sign-in with iCloud or Google services.