Senior Customer Success Analyst (with DeFi/Crypto)

What is Decentralized Masters?

Decentralized Masters is an educational platform that teaches retail customers how to leverage the new world of Decentralized Finance to preserve and grow their capital. We give people the weapons to take back control over their financial future. By leveraging DeFi, we allow them to multiply their capital before it’s eaten by inflation and thrive in these uncertain times. We train customers with no prior crypto experience to become DeFi Masters with our custom made videos, live sessions, 1on1s with mentors, proprietary tools, research reports from our analysts and more. We want to create the biggest DeFi ecosystem that exists. The first step is to invade the market by creating the go-to DeFi educational platform.

Decentralized Masters has now grown to 80+ full-time employees in early 2024 and will end the year at 120+ full-time employees. Its record-breaking growth is being noticed across continents, with a potential unicorn status in the next couple of years. It is a bootstrapped & profitable company targeting $50m in revenue in 2024.

Check us out here:

• Website
• Trustpilot
• Entrepreneur

What will you be doing?

Members Success

Take responsibility for the success of 200 students per month through cohort teaching models on the following KPIs:

• Methodically educate customers on our platform by answering questions via email, text or in Q&A sections in Circle and explaining complex crypto concepts in a simplistic manner
• Make sure your assigned customers have been communicated with no longer than 14 days
• Conduct Weekly Analysis of SMS and Email Response Rates
• Continuously follow up with customers to ensure success, keeping the end goal in mind
• Help customers setup Ledgers
• Co-lead Q&A Live Sessions for Accelerator customers
• Actively promote the company culture and customer obsession by answering questions, commenting on posts, helping with requests while maintaining a friendly and professional demeanor

Mentoring and Education

• Become a rockstar in the DeFi Accelerator community
• Monitor Community chat of DeFi Accelerator community
• Manage Accelerator community, curate the circle channels, the support email
• Attend the Accelerator Q&A and Live Step Sessions for potential backups when needed
• Take 1on1 calls with customers to help them learn and succeed in DeFi

Research

• Use various tools to track, communicate and gain valuable statistics for department needs
• Share your knowledge of DeFi, DeFi products, crypto communities, and knowledge of decentralized finance products
• Conduct research for various crypto trends and projects and present it in easy to read, ELI5 way

Other Keys

• Ensure support for each members needs (requests, answer questions, take action)
• Improve the customer journey and delivery (tweak the process)
• Actively participate and add value in team and company meetings
• Build tech tools that improve our product value, and help customers in attaining their goals
• Flesh out the workflow process, adding improvements within each step of the way

Requirements

What will you bring?

• Must be able to work EST time zone.
• Professional English language skills
• 2 years experience in a customer success/service role
• Experience in fast paced environments
• Strong exposure in the DeFi community and social media presence
• Must be a user of DeFi
• Understanding of the crypto/blockchain space
• Excellent interpersonal skills
• Excellent emotional intelligence
• Excellent written and verbal communication skills in English and the ability to discuss and explain technical concepts, solutions and architectures in a simplified manner
• Extreme open-mindedness to new ideas with a mindset of continuous learning

Benefits

What do we offer you?

• Competitive salary package - $36k per year plus commissions with an earning potential of $40k+.
• Monthly commission from $500-$1500 based on performance, this number automatically grows as your assigned new members come to maturity after the initial 3-month period as it’s a 6-month program
• Ability to earn commissions - no ceiling to your earning potential
• Full time/40 hours a week
• Unlimited PTO
• Flexible work schedule
• Team off-sites
• Young & dynamic culture with team members across 22+ countries
• Fully Remote with a very supportive team. You have the ability to work from anywhere in the world!