Senior Customer Support Agent / KL, Malaysia

Dapper Labs is looking for a driven individual to join our Global Customer Support team to help our users with their Dapper Wallets and collectible experiences. With your help, we hope to build strong support around our suite of products to bring the benefits of blockchain to the masses!

The ideal candidate has a deep understanding of what is required to educate online consumers in an emerging field. This requires a high level of engagement, adaptability, and the confidence to move quickly. You possess a natural curiosity for complex issues and don’t shy away from digging into the weeds to find the best solution for both our collectors and our internal teams. You’re passionate about new tech and aren’t afraid to mix it up with a wide audience of tech-newbies, developers, and a mainstream audience. Your previous experience with crypto, startups, email, chat, and/or messaging support will help our team provide world-class service to our collectors.

What we'll accomplish together:

• We will leverage our expert knowledge of customer service and excitement for our technology to promptly field support requests from not only a mainstream audience but developers, technology enthusiasts, and hobbyists.
• We will champion the collector’s voice across the company to ensure no issues or feedback fall through the cracks.
• We will follow, review, and work cross-functionally with other disciplines to test new product developments to stay several steps ahead of potential support issues.
• We will hone our help documentation and internal processes with the objective of lightening the support load so our collector’s can enjoy our experiences issue-free.

A bit about you:

• Given our global audience, you must be comfortable with the idea of a flexible schedule to ensure our collectors are properly served. Namely, this includes working non-traditional hours including weekends and holidays. This position will also require you to be in our Kuala Lumpur, Malaysia office.
• You’ve worked in customer success for 3+ years and have experience working directly with online consumers. Ideally, within the crypto and/or startup industries.
• Your writing and communication skills are clear, concise, empathetic with an advanced level of English.
• You have strong experience with CRM tools, such as Zendesk, and working in high-volume support centers managing email and chat/messaging queues.
• You are able to retain an enormous, ever-changing set of specific details, and live for the little blast of dopamine that comes from connecting the pieces.
• Extra credit: you’re already highly engaged in the crypto, web3 community, previously worked in new-tech, already have knowledge of the crypto-space and may even own some cryptocurrency yourself!