Community Support Engineer (APAC Time Zone)

About the job
At Exodus, we refer to our Customer Support Specialists as Community Support Engineers or CSEs! Our talented team of CSEs builds trust with customers by providing reliable, friendly, knowledgeable, and empathetic customer support 24 hours a day, 7 days a week.

If that sounds interesting to you and you…

Like managing your own digital assets
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, 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 APAC Region in the UTC + 8 to UTC + 14 time zones.
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 8pm Eastern Time - US & Canada (0 UTC).
You have amazing written English skills, including proper grammar and punctuation.
You empathize with customers on even the simplest of problems, are inquisitive, and love troubleshooting to find an answer.
You are detail-oriented and able to 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 own operating systems.
You are a self-starter that works well with minimal supervision, and you thrive in a remote work environment.
You are able to 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 able to speak other languages in addition to English, particularly Spanish, Russian, German, French, or Portuguese.
You are familiar with Help Scout or other support platforms.