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7 days ago
Requirements and responsibilities
About usRelay is a cross-chain payments protocol that provides instant, low-cost cross-chain bridging, swaps, and transactions. We're the fastest and cheapest way to bridge and transact across chains, serving over 5 million users who have completed 59+ million transactions with $6+ billion in volume across 85+ chains.Our company mission is to make transacting across chains as fast, cheap, and reliable as online payments. We are building the core infrastructure to abstract chains from end user payments, enabling the next billion users to experience the benefits of blockchain without the UX burdens. We are bringing the Relay Network to market through our consumer app (relay.link) and major ecosystem partners, including Opensea, Alchemy, LiFi, Metamask, Coinbase, and more.About the roleRelay's integrator base has roughly doubled in the last six months, and we're looking for a Customer Support Specialist to help triage tickets, investigate issues, answer questions, and turn everyday support work into better systems for our customers and our team.What you'll doOwn front-line support in specific time zone hoursProvide reliable overlap with our existing support lead for incoming customer issues during your time zone working hours:US: anywhere from Hawaii to the East Coast)All other locations: UTC through UTC +9Respond to customer tickets with clarity and care, handling the ones you can resolve directlyTriage and debug customer issuesInvestigate issues using Relay's backend logs, transaction records, and block explorersBuild fluency with on-chain transaction flows for end users and integratorsEscalate the right issues to engineering with enough context for them to move quicklyTake on an increasing share of ticket volume and ownership so the team's capacity keeps pace with integrator growthTranslate support work into better systemsTurn recurring customer issues into process improvements, internal documentation, and feedback for product and engineeringCommunicate technical context at the right level for customers and internal stakeholdersContribute to long-term project work such as automation, documentation, and self-serve tooling in the developer portalBuild depth over time on Relay's protocol, integrations, and customer baseAbout youYou're a clear, calm communicator with customers and internal stakeholdersYou have high agency: you take ownership, drive issues to resolution, and don't wait to be told what to doYou're already using LLMs as part of your daily workflow and are quick to pick up new tools and technologyYou can scale complex explanations to different audiencesYou treat support work as a system: every ticket is a signal, not just something to closeYou're excited about blockchain and excited to go deep on the crypto side (block explorers, logs, on-chain flows)You work well in a fast-moving startup environment and have contributed to shaping structure and processesYou have a keen eye for detail and notice the little thingsSkills and abilitiesMust-have3+ years of customer or technical support experience in the tech industryExcellent written and verbal communication skillsStrong computer and software tooling fluency, including everyday use of AI toolsExperience triaging competing priorities in real timeA track record of turning recurring support issues into systems or process improvementsNice to haveFamiliarity with crypto or blockchain concepts, block explorers, logs, or on-chain transaction flowsExperience supporting developers or API integratorsPrior support experience at an early-stage or fast-growing startupExposure to developer tooling, self-serve product work, or internal automationWhat we offerCompetitive base salaryEquity packageComprehensive health benefitsUnlimited PTO policy with encouraged minimumRemote-first culture with emphasis on collaboration, communication, and flexibility
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