Customer Support Specialist
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 the US 🌍️. 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 🦄, 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 on-chain analysts aka Dune Wizards 🧙♀️
If you want to have one of the highest impact jobs on the planet, come join our wonderful team of Galaxy brains.
Learn more about us:
The data must flow
About the role
We are looking for a dynamic and curious individual who has a passion for solving global user issues and driving scalable process improvements. The ideal candidate is eager to roll up their sleeves and play a front-line role in supporting Dune’s users and accelerating our growth.
If you are passionate about helping users, have a deep understanding of Dune’s product, and are comfortable operating in ambiguity and finding creative solutions, we want to hear from you!
In this role, you will:
- Troubleshoot and solve external user issues from Dune’s Wizards and B2B user community
- Partner with our Product and Engineering teams to navigate technical issues and communicate resolutions to end users
- Help craft operational processes and procedures designed to move our Customer Support Team to the next level by finding opportunities for efficiency and automation
- Interface and improve the user experience using tools and software such as Zendesk, Telegram, and Discord
- Work cross-functionally to elevate Dune’s product offerings and messaging around new products and features
This is an amazing opportunity to learn how Dune operates from the ground up and
make a real impact on the future of Dune and our community.
We’re looking for someone who meets the minimum requirements (below) to be considered for the role. If you meet these requirements, you are encouraged to apply.
Minimum requirements for this role:
- You are a Dune user yourself and understand the product (you don’t have to be a superuser!)
- You have excellent communication skills, both written and verbal
- You have a deep understanding of the Wizard community and Dune’s product set
- You excel in analytical thinking and problem-solving
- You enjoy learning about technology products and processes
- You are a self-starter with a passion for finding solutions to user challenges
- You have a process-oriented mindset and the ability to get things done
- You are humble and have a proven track record of working well across
- teams and with external partners
Not required but a plus if you have
- Prior experience or knowledge in user support/user-facing operations
- Prior experience working on projects or process improvement
- initiatives
- Have an intermediate level of SQL experience (e.g. knows how to join tables and can occasionally use Windows functions)
- A passion for web3 space and a solid understanding of web3 data: you have your own portfolio of dashboards to prove it
Perks and Benefits
- A competitive salary and equity package 🚀
- 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 with truly flexible working hours within a distributed team - you structure your own day
- Good health is important, so we offer Dune employees private medical insurance 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.
- Regular offsites with the team in various exciting locations (so far in Tuscany 🇮🇹 Berlin 🇩🇪 Austria 🇦🇹)
- On top of this 👆 each person gets a travel allowance to use to connect and co-work with someone or a team of people for a few days.
- Stipend for setting up your home office / co-working space
- Work with some of the best people you’ll ever get to meet!
- And of course, you get some awesome Dune swag! ✌️😎
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Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. We are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.