[Hiring] Community Support Associate @Orca

Role Description

Orca is seeking a proactive and dedicated individual to join our Community Support Team. In this role, you will be the first point of contact for Orca's users, providing timely support, troubleshooting issues, and fostering a positive environment across our community platforms. This position is integral to ensuring user satisfaction, engagement, and the seamless operation of Orca's ecosystem.

What You'll do:

• Respond promptly to user inquiries via social channels (Currently Discord) and ticketing systems (MetaCRM).
• Troubleshoot user issues, provide detailed and advanced technical support, and escalate out-of-scope problems to appropriate internal teams.
• Identify critical issues impacting business continuity or security and escalate rapidly.
• Identify and support VIP users with white-glove service.
• Funnel partnership and business development inquiries to relevant departments (BD, Marketing, Developer Advocates).
• Participate in community moderation, ensuring compliance with community guidelines and fostering a safe environment in line with Orca’s core values.
• Assist in user onboarding and education through the creation of guides, FAQs, workshops, and participation in webinars and AMAs.
• Gather user feedback and insights to contribute to continuous product and service improvements.
• Monitor trends within the wider crypto ecosystem and report relevant developments to the Orca team.
• Collaborate with the Community Support, Marketing, and Product teams to address known and emerging community needs, and planning and implementing initiatives that drive engagement and community growth.

Qualifications

• Comprehensive knowledge of crypto and blockchain technologies, with a focus on SVM chains and a solid understanding of AMMs, preferably including CLMMs.
• Prior experience in customer support, community management, or a related role.
• Excellent written and verbal communication skills in English at a fluent/native level.
• Strong problem-solving skills with the ability to handle technical issues effectively.
• Ability to remain professional, friendly, and empathetic under pressure.
• Familiarity with social media platforms and online community tools (Discord, Telegram, Twitter, Reddit).

Benefits

• Salary: 10,000 - 20,000 USDC
• Token allocation: 5,000 - 10,000 ORCA over 4 years
• Opportunity to learn and develop Solana DeFi.
• Flexible work schedule.
• Home office stipend.
• Wellness stipend.
• Paid subscriptions to GitHub Copilot, ChatGPT, or other tools that make you more productive.

Hiring Process

Orca is transparent and efficient. We move fast, and this process will be short and intense. We believe our process enables us to make decisions quickly so we avoid long, drawn out interview rounds that last weeks.

• Initial Screen (20min): This is an opportunity for us to better understand your experience and knowledge of Solana and DeFi, and an opportunity for you to learn more about the role and company.
• Hiring Manager (60min): This is a chance for you to go deeper into the role, work culture and general expectations.
• Final Round (60 min): This round will be with our members of our Business Development team. They will dive deeper into the product related topics.

Company Description

Orca is an equal opportunity employer.