Customer Support Representative for P2P crypto tutoring platform (equity based)

***********************************IMPORTANT NOTICE
THIS IS CURRENTLY A 100% EQUITY-BASED POSITION
NO SALARY OR CASH COMPENSATION IS OFFERED AT THIS STAGE
PLEASE DO NOT APPLY IF YOU ARE NOT SPECIFICALLY LOOKING FOR AN EQUITY-BASED STARTUP OPPORTUNITY*********************************************************************

About APOLO P2P

APOLO P2P is the first global peer-to-peer tutoring marketplace focused exclusively on blockchain and cryptocurrency education.

The platform connects students with verified tutors through live one-to-one tutoring sessions supported by integrated collaborative tools including video calls, shared browsers, collaborative code editors, whiteboards, trading charts, document collaboration systems, and integrated communication tools.

Our mission is to make blockchain and cryptocurrency education globally accessible through practical, live, and personalized learning experiences.

We are currently looking for a proactive, organized, and highly reliable Customer Support Manager to help establish, manage, and scale APOLO’s customer support operations during the company’s launch phase and future growth stages.

This role is operationally critical and will help define how tutors and students experience support across the platform.

Working Structure

• Equity-based founding-stage position
• Fully remote
• Team collaboration is synchronous, not asynchronous
• Core working hours are Monday to Friday from 4:00 PM UTC to 7:00 PM UTC
• Direct collaboration with the Founder & CEO, Product Team, QA Team, and Customer Support leadership
• Long-term growth opportunity as the support department expands

Role Overview

The Customer Support Manager will help establish APOLO’s customer support workflows, communication systems, help center structure, escalation processes, and operational procedures.

The role includes direct interaction with tutors and students while also helping build scalable customer support infrastructure for future growth.

The company currently uses:

• SuiteCRM for customer support and CRM operations
• LiveHelperChat for live chat and support interactions
• Self-hosted infrastructure and internal operational systems

This role requires someone highly organized, adaptable, professional, and comfortable operating in a fast-moving startup environment.

Key Responsibilities
Customer Support Operations

• Manage day-to-day tutor and student support interactions
• Handle incoming support tickets, email communications, live chat requests, and escalation cases
• Ensure timely, professional, and high-quality responses across all support channels
• Help structure and improve customer support workflows and internal procedures
• Monitor support queues and ensure issues are properly categorized and resolved
• Assist in building scalable support processes for future platform growth

CRM & Support Systems Management

• Operate and manage customer support workflows using SuiteCRM and LiveHelperChat
• Help maintain organized customer records, support histories, and communication tracking
• Coordinate ticket routing and escalation procedures between departments
• Assist in improving integrations and operational flows between customer support systems and the platform backend
• Help document operational processes for future support team scaling

Help Center & Knowledge Base Development

• Create, organize, and maintain help center documentation and FAQs
• Write user-friendly educational support materials for tutors and students
• Develop onboarding support documentation related to:
• Platform usage
• Session booking
• Wallet funding
• Tutor onboarding
• Scheduling and rescheduling
• General platform navigation
• Continuously improve support documentation based on recurring user issues and feedback

User Support & Community Interaction

• Support both tutors and students professionally and empathetically
• Assist users experiencing technical, onboarding, scheduling, or payment-related issues
• Help maintain a positive and professional support experience aligned with APOLO’s brand image
• Escalate platform bugs, operational issues, or security concerns to the appropriate internal teams

Analytics & Reporting

• Monitor customer support metrics and identify recurring issues or operational bottlenecks
• Track ticket volume, response times, resolution times, and user feedback trends
• Generate internal reports and operational insights for management
• Help improve support efficiency and user satisfaction through data-driven recommendations

Team Growth & Operational Scaling

• Help prepare operational structures for future support team expansion
• Assist in documenting training procedures and support standards
• Participate in the future onboarding and coordination of additional customer support representatives as the platform scales

Requirements

• Previous experience in customer support, customer operations, community management, or related roles
• Strong communication and organizational skills
• Ability to manage multiple user interactions simultaneously
• Professional and calm approach to problem-solving and conflict resolution
• Ability to work independently while collaborating closely with the team during synchronous working hours
• Comfortable learning new systems and operational workflows
• Strong attention to detail and process organization
• Interest in blockchain, cryptocurrency, or financial technology sectors

Preferred Qualifications

• Experience using:
• SuiteCRM
• LiveHelperChat
• Help desk or ticketing systems
• CRM systems
• Knowledge base platforms
• Experience in startups, marketplaces, EdTech, SaaS, fintech, or crypto-related environments
• Experience creating operational documentation and help center content
• Basic understanding of blockchain or cryptocurrency ecosystems
• Multilingual communication skills are considered a strong advantage, especially:
• English
• Spanish
• Portuguese

Educational & Professional Background

• Bachelor’s degree in Communications, Business Administration, Marketing, Operations, or related fields is preferred but not mandatory
• Equivalent practical experience in customer support operations is highly valued

Application Information

• Individual applicants only
• Companies, agencies, or outsourced staffing firms should not apply
• In your cover letter, include the word “pancakes” to confirm you have fully read the job description

Why Join APOLO?

Joining APOLO at this stage provides the opportunity to help build the operational foundation of a global blockchain and cryptocurrency education platform from the ground up.

You will have:

• Direct impact on how the platform supports and retains its users
• Close collaboration with the founding team
• High ownership and operational influence
• Long-term growth opportunities as the company scales
• The opportunity to help shape the support infrastructure of a global educational marketplace
• Exposure to one of the fastest-growing sectors in technology and online education