Crypto Customer Success Specialist (Global-Remote-Non.US)

📋 Description • Be the trusted voice and first point of contact for Token Metrics’ rapidly-growing global community of crypto investors, traders, and fund managers. You will own the end-to-end customer journey for thousands of users across 50+ countries, ensuring every interaction—whether a simple product question or a complex portfolio query—delivers measurable value and builds long-term loyalty. • Provide lightning-fast, empathetic support via Discord, Telegram, email, and in-app chat. You’ll triage tickets, resolve issues within SLA, and turn frustrated users into enthusiastic advocates by translating technical AI-driven analytics into plain-language guidance that helps them make smarter investment decisions. • Master Token Metrics’ full product suite—AI crypto indices, predictive price models, token rankings, and portfolio tools—so you can confidently educate users on how to leverage each feature for maximum ROI. You’ll create FAQ snippets, how-to videos, and quick-start guides that scale knowledge across the community. • Monitor Discord 24/7 (in rotating shifts) to identify and eliminate spam, scammers, phishing links, and inappropriate content before it impacts user trust. You’ll design and enforce community guidelines, train volunteer moderators, and escalate security threats to the engineering team. • Process new subscription orders, KYC verifications, refund requests, and promotional code redemptions with 100 % accuracy. You’ll maintain meticulous records in Intercom and internal dashboards, ensuring finance and compliance teams have real-time visibility. • Analyze customer interaction data to spot recurring pain points, then partner with product, engineering, and marketing to prioritize fixes and feature enhancements. Your insights will directly influence the roadmap for AI model improvements and UI simplification. • Coach and mentor a distributed team of junior support agents across multiple time zones. You’ll build playbooks, run weekly training sessions, and implement QA scorecards that lift CSAT from good to world-class (>95 %). • Own the Voice of the Customer program: run quarterly NPS surveys, host AMA sessions with the CEO, and publish monthly “What We Heard, What We Did” reports that close the feedback loop and reinforce transparency. • Collaborate with the content team to localize support materials into Spanish, Portuguese, Turkish, and Vietnamese—reflecting the linguistic diversity of our user base and boosting activation rates in emerging markets. • Champion customer success KPIs: first-response time <5 min, resolution time <2 hrs, churn <2 % monthly, and upsell attach rate >15 %. You’ll present these metrics in bi-weekly leadership reviews and iterate relentlessly to exceed targets. 🎯 Requirements • 2+ years in customer success, community management, or technical support within fintech, crypto, or SaaS environments • Native-level English fluency plus conversational ability in at least one additional language (Spanish, Portuguese, Turkish, or Vietnamese preferred) • Proven track record of hitting or exceeding KPIs such as CSAT >90 %, first-response <5 min, and churn <2 % • Hands-on experience with Discord, Telegram, Intercom, Zendesk, or similar multi-channel support stacks • Comfortable reading basic trading charts and explaining AI-driven analytics to non-technical users 🏖️ Benefits • 100 % remote-first culture—work from anywhere outside the United States with flexible hours • Competitive base salary paid in USDC or fiat plus performance bonuses tied to NPS and upsell targets • Annual $1,500 learning stipend for crypto courses, conferences, and certifications • Token Metrics Pro subscription for life, plus early access to new AI indices and portfolio tools