Decentralized Finance Customer Success Specialist

4 weken geleden

Amsterdam, Noord-Holland, Nederland Decentralized Masters Voltijd
Customer Success Role at Decentralized Masters

We are seeking a highly skilled Customer Success Specialist to join our team at Decentralized Masters. This role is responsible for ensuring the success of 200 students per month through cohort teaching models on key performance indicators (KPIs).

KPIs and Responsibilities:

  • Methodically educate customers on our platform by answering questions via email, text or in Q&A sections in Circle and explaining complex crypto concepts in a simplistic manner.
  • Ensure assigned customers have been communicated with no longer than 14 days.
  • Conduct Weekly Analysis of SMS and Email Response Rates.
  • Continuously follow up with customers to ensure success, keeping the end goal in mind.
  • Help customers set up Ledgers.
  • Co-lead Q&A Live Sessions for Accelerator customers.
  • Actively promote company culture and customer obsession by answering questions, commenting on posts, helping with requests while maintaining a friendly and professional demeanor.

Mentoring and Education:

  • Become a rockstar in the DeFi Accelerator community.
  • Monitor Community chat of DeFi Accelerator community.
  • Manage Accelerator community, curate circle channels, the support email.
  • Attend Accelerator Q&A and Live Step Sessions for potential backups when needed.
  • Take 1on1 calls with customers to help them learn and succeed in DeFi.

Research:

  • Use various tools to track, communicate and gain valuable statistics for department needs.
  • Share knowledge of DeFi, DeFi products, crypto communities, and knowledge of decentralized finance products.
  • Conduct research for various crypto trends and projects and present it in an easy-to-read format.

Other Key Responsibilities:

  • Ensure support for each member's needs (requests, answer questions, take action).
  • Improve the customer journey and delivery (tweak the process).
  • Actively participate and add value in team and company meetings.
  • Build tech tools that improve our product value, and help customers attain their goals.
  • Flesh out the workflow process, adding improvements within each step of the way.

Requirements:

We are looking for someone with:

  • A minimum of 2 years experience in a customer success/service role.
  • Strong exposure in the DeFi community and social media presence.
  • Must be a user of DeFi.
  • Understanding of the crypto/blockchain space.
  • Excellent interpersonal skills.
  • Excellent emotional intelligence.
  • Excellent written and verbal communication skills in English and the ability to discuss and explain technical concepts, solutions and architectures in a simplified manner.
  • Extreme open-mindedness to new ideas with a mindset of continuous learning.

Salary and Benefits:

This role comes with a competitive salary package of $36k per year plus commissions with an earning potential of $40k+. Additionally, you can expect:

  • Monthly commission from $500-$1500 based on performance.
  • No ceiling to your earning potential.
  • Full time/40 hours a week.
  • Unlimited PTO.
  • Flexible work schedule.
  • Team off-sites.
  • Young & dynamic culture with team members across 22+ countries.
  • Fully Remote with a very supportive team.

About Decentralized Masters:

Decentralized Masters is an educational platform that teaches retail customers how to leverage the new world of Decentralized Finance to preserve and grow their capital. We want to create the biggest DeFi ecosystem that exists.

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