Product Support Specialist

At Foundation, we are laying the groundwork for web3—the next generation of the internet full of limitless possibilities. In web3, your creativity is valued and your digital objects belong to you. We aim to put power directly back into the hands of those who create online. Why? We believe this is how the internet should just work. Our team is made up of individuals who share that vision. Together, we’re unlocking the full potential of an internet based on new values of ownership and decentralization.

Our mission is to make web3 human. Everything from the smart contracts powering Foundation, to the design that our community interacts with daily, takes into consideration how our collective actions impact people.

New technology requires creativity, and web3 is uncharted. Foundation leads. Come join us.

The Role:

The Product Support Specialist will be in regular communication with our community, sharing insights and awareness about our product, and responding proactively to the needs of creators and collectors. You will work with internal stakeholders across the product, operations, and marketing teams to ensure that Foundation remains a safe, accessible, and functional platform. You will have an expert-level understanding of the platform and a unique ability to foresee and mitigate support-related issues with every new product update.

Responsibilities:

• Ensure that all support tickets are responded to and resolved with care and in a timely manner
• Develop an expert understanding of our platform and administrative tools
• Identify and escalate bugs and technical issues to our engineering team
• Report on trends and other insights gathered from support channels to the team on a regular basis
• Maintain and update our Help Center as our product, policies, and procedures evolve
• Continuously evaluate and apply improvements to existing processes and policies to ensure they provide the best possible user experience

About You:

• A spectacular textual communicator, with interpersonal skills to match, who is excited about providing best-in-class support to a rapidly growing and curious community
• You are familiar with “web 3.0”, specifically NFTs, or genuinely inspired to learn more
• Resilient, positive, and deeply solutions-oriented, even when faced with challenges
• A high degree of empathy for users who come to support frustrated due to a wide range of circumstances
• You are frequently drawn to new and emerging internet technologies
• Extremely detailed-oriented, with impeccable follow-through
• You are trustworthy and respect the confidentiality of sensitive user information
• You’re passionate about the cultural realm, whether that’s art, music, or the internet
• You’re ready to collaborate with a fast-moving team
• A critical thinker and creative problem-solver
• You are an educator and enjoy empowering people with knowledge
• Familiarity with ticket-based support tools, e.g. Zendesk
• Track record of resolving complex customer support issues
• Adaptable and calm under pressure

Benefits and Support

• Comprehensive health benefits for you and your dependents
• Unlimited paid time off with approval and flexible hours
• A home office stipend
• 401K
• A remote working environment

Our Values

Foundation is an equal opportunity employer. We celebrate diversity, and welcome people from a variety of backgrounds, ethnicities, cultures, perspectives, experiences, and skill sets. As part of our commitment to equality, we work to ensure a fair and consistent interview process, and continue to promote an inclusive work environment.

We believe that a diverse team composed of individuals with different perspectives, lived experiences, and identities is essential to achieving our mission and upending old models of selling and sharing art. We do not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status. We will ensure that individuals with disabilities are accommodated in the job application and interview process, and in the performance of essential job functions.