Community Support Engineer

Remote in AMER Region

At Exodus, we refer to our Customer Support Specialists as Community Support Engineers or CSEs Our talented team of CSEs builds customer trust by providing reliable, friendly, knowledgeable, and empathetic customer support 24 hours a day, seven days a week.

If that sounds interesting to you and you…

• Enjoy problem-solving by reading and searching for answers.
• Love helping others and teaching your friends all about cryptocurrencies.

...then please read on

Exodus receives hundreds of email messages daily from customers learning about digital assets. As an Exodus CSE, you will connect and form relationships with our customers across multiple channels, making them feel heard and supported and resolving their issues efficiently.

What You Will Do

• Promptly respond to customer inquiries across multiple channels.
• Assist users in navigating the intricacies of managing digital assets.
• Provide above-and-beyond customer experiences that leave a lasting positive impression.
• Use problem-solving abilities to resolve unique customer problems and maintain consistent ticket housekeeping.
• Actively contribute to the team by providing valuable feedback to improve the customer support infrastructure and enhance the overall performance of Exodus.
• Contribute to projects, quality assurance, incident management, and value-added tasks.

Who You Are

• You live in the AMER Region in the UTC -10 to UTC -4 time zones (Pacific, Mountain, Central or Eastern).
• You are comfortable working 40 hours a week, which includes at least one 8-hour shift on Saturday or Sunday.
• You are comfortable working all your shifts until 0 UTC (8 pm Eastern Standard Time - US & Canada).
• You have amazing written English skills, including proper grammar and punctuation.
• You empathize with customers on the simplest of problems, are inquisitive, and love troubleshooting to find an answer.
• You are detail-oriented and can provide detailed responses to customers with the unique ability to turn customer pain points into insightful product feedback.
• You understand how digital assets work, including security, confirmations, block times, network fees, etc.
• You are tech-savvy and have general knowledge of computers, including your operating systems.
• You are a self-starter who works well with minimal supervision and thrives in a remote work environment.
• You can manage competing priorities and prioritize them appropriately while maintaining performance standards.
• You are highly coachable and take responsibility for your actions.

A Plus

• You are bilingual or multilingual and can speak other languages besides English, particularly Spanish, Russian, German, French, or Portuguese.
• You are familiar with Intercom or other support platforms.

About Exodus

Exodus is a multi-asset cryptocurrency wallet with a built-in exchange feature. We started our movement in 2015 and have been a distributed team since then. We aim to help half of the world exit the traditional financial system and move into the crypto financial system by 2030. To do that, we want to make sure we hire the best of the best: people who are intrinsically motivated by what we are trying to achieve and love what they do professionally.

What We Offer

• A remote environment with partially flexible hours.
• Building the future. Cryptocurrencies lay the foundation for the Internet of Value, the next major wave in application technology and personal finance.
• Collaborative and feedback-driven culture.
• Opportunity to grow.
• Fair pay and a competitive benefits package, no matter where you live.
• 100% pay in Bitcoin with a buffer to account for price changes and exchange fees.
• All the tools you need to do the job.

Health: Most of our health insurance plans are covered 100% for you and covered 50% for your dependents. We'll also cover dental insurance. If you are outside the United States, we will reimburse you up to $500 monthly for any medical and dental insurance for you and your dependents.

PTO: 30 days of paid time off per year on top of a semi-flexible schedule.

Unlimited Bereavement: We will pay you your full salary for the first two weeks for the loss of any immediate family members, but we allow you to take all the time you need to grieve outside of that.

Tax Help: Is getting paid in Bitcoin new to you? Don't worry We will reimburse you for speaking with a professional tax specialist in your state/country to make sure everything is taken care of.

Parental Leave: 13 weeks of fully paid leave and a month of flexible work for the primary caregiver. 4 weeks of paid leave if you are the child's secondary caregiver.

Perks: Exodus offers a variety of seasonal perks, such as coverage for gym memberships and therapy. We also offer quarterly Wellness Days We want to ensure all our employees know they are our priority and give back for their hard work often.

Our Hiring Process

To apply, we'd love to learn more about you. Please answer our application questions Submitting a resume is optional.

Our hiring process consists of several different stages.

Assessment: After reviewing your application, if you are a potential fit for the role, we will send you an assessment to complete. Please know that you will then have 72 hours to complete the assessment. We advise diligently checking your email, including your spam folder, for communication from Exodus, as the 72-hour submission deadline is strict.

Recruiter Interview: If we like your initial application and assessment, expect to schedule an interview with a member of our recruitment team. This interview will focus on getting to know you better and explaining the company's culture. We want to know more about why you want to join our team, how you feel about our mission and cryptocurrency now and how it fits into your overall career plan to make sure this is the right place for you.

Interview with your future manager: This interview is to make sure that you are fit for the team you are applying to and that the hard and soft skills you possess are a good fit for us at the time. This is also a time for you to learn more about your role from your potential manager. It's a time to dig into the culture of the team and department.

Interview with future colleagues: This final interview will be with members of the team you will be working with and collaborating closely with daily. This is a great chance to ask any final questions about the role, team culture, and department.

Pay Transparency Notice: Salary and all other total compensation information (commission and benefits) will be discussed in detail during the hiring process.

Salary Range:

$50,000 - $50,000 USD

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LinkedIn Profile

How did you hear about this role? *

Have you applied before? *

We pay in BTC, are you ok with this? *

Are you authorized to work in the country where you are living? *

What country do you live in? *

Are you located in the AMER Region in the UTC -10 to UTC -4 time zones? (e.g. Pacific, Central, or Eastern Standard Time?) Candidates located outside of this region will not be considered at this time. *

If selected, how soon would you be able to join us? *

Are you comfortable working until 0 UTC (8pm Eastern Standard Time - US & Canada)? *

For the immediate future (6-12 months), it is essential for new hires to work 16 hours during weekends. We provide flexibility for scheduling days off during the week. Are you ok with this? *

Tell us about your past relevant work experience and how it connects to this role? *

Tell us about yourself and the story of how you got into cryptocurrency. *

What is your favorite cryptocurrency project, and why? *

Tell us about a time where you had to deliver really bad news. How did you go about communicating it? *

Tell us about a time you had to reach out to a customer service team and you were really impressed with the service you received. *

On a scale from 0-10 (0 = no knowledge, 10 = Satoshi), please rate your skills on the following: UTXOs *

On a scale from 0-10 (0 = no knowledge, 10 = Satoshi), please rate your skills on the following: Bitcoin fees *

On a scale from 0-10 (0 = no knowledge, 10 = Satoshi), please rate your skills on the following: Ethereum nonces *

How would you handle a customer who mistakenly sent funds to the wrong address and is requesting a refund? Please share your exact explanation to the customer as you would in an email reply. *

Assume that you've received this email from a customer using the Exodus wallet: "This is daylight robbery I've had hundreds trapped here and had to spend hundreds to release my funds I've lost $200 in BTC and $300 in ETH and on top of that, you're having such ridiculous fees that you allow transfers to go through so we lose our money and you enjoy cashing them out. No other wallets allow these kind of mistakes but I guess I'm a fool. Shame on you to fool me out of at least $1000 when I'm new to this and charge me **** you Help me resolve this issue or just so you know that this is finally good to the moon. I'll take profits and you've lost a customer who will be in crypto for the rest of his life." Please answer the following 2 questions: [Question 1] What do you think the problem is? [Question 2] How would you reply to the customer? Please share your exact explanation to the customer as you would in an email reply. *