User Support Lead

Open source software delivers billions of dollars per year in economic value, but those contributing often aren’t properly incentivized or compensated for their work. At Gitcoin, our mission is to build and fund digital public goods. We empower communities of builders to connect and work together to create the future of the open web. As of January 2022, we have helped developers, designers, and creators of all types raise or earn >$50mm to fund their open-source ecosystems by enabling the community and institutions to fund each other with cryptocurrencies such as Ethereum or DAI.

We are looking for a User Support Lead to join GitcoinDAO Operations to support our community of contributors, stewards, and givers. If you care about Open Source Software and empowering software engineers, founders, and change agents, we want to talk to you.

We are looking for a highly skilled, self-managing, outspoken teamplayer comfortable in a frontier environment, who is ready to bring the quality of Gitcoin support to the next level.

Responsibilities

Accountability: Own the performance of GitcoinDAO’s User Support team

Responsibilities

• Develop a process to track, analyze, and fix technical issues based on data and uncovered insights.
• Collaborate with Operations, Fraud Detection & Defense, Grants and workstream leads to guide team initiatives.
• Provide strategic direction on team priorities and initiatives.

Projects & Tasks

• Ongoing process Improvement
• Facilitating User Support team meeting across various time zones
• Regular reporting to Operations Workstream Lead(s)

Metric

• Peer reviews

Accountability: Build and empower the User Support team

Responsibilities

• Hire and mentor a highly skilled, remote-first team, providing needed guidance
• Organize the peer review process for the User Support team
• Support team members in developing clear roles and responsibilities

Projects & Tasks

• Onboarding and Training
• Professional Development
• Continuous evaluation of the team

Metric

• Peer reviews

Accountability: Build and maintain knowledge base for support.gitcoin.co.

Responsibility

• Provide direction to Knowledge Base Lead on FAQ entries and overall content structure.

Project & Task

• Knowledge Base content strategic support.

Metrics

• User survey feedback regarding specificity and clarity of entries.
• Knowledge base usage.

Accountability: Provide professional user support on our various platforms.

Responsibility

• Ensure clear and timely responses to support requests on our various platforms. (ticketing system via email and Discord).

Projects & Tasks

• Build out a clear, integrated flow of responding to user requests via Discord and email.
• Document a clear escalation path within the DAO.
• Create and run a social media support program.

Metrics

• User survey feedback regarding specificity and clarity of responses.
• User questions are answered within 24 hours.

Accountability: Manage compensation program and team staffing.

Responsibility

• Ensure high quality staffing, 24/7 availability and appropriate compensation.

Project & Task

• Evaluate and optimize the current payment logic for the team members.

Metric

• Quarterly budget evaluation.
• Domains of Authority
• User Support team meetings
• User Support channels in Discord
• Hiring and onboarding new User Support contributors

Requirements

• 3+ years of Support helpdesk or other relevant experience.
• Highly proficient in English, spoken and written
• You agree that a passionate, inclusive, collaborative team of missionaries always outperforms a loose group of individual mercenaries.
• You consider yourself a “Player Coach”. Ready to roll up your sleeves where necessary, but able to mentor and lead when the opportunity arises.
• You have a passion for open source, blockchain, and disruptive technologies common in web3. Basic understanding of help desk tools, open source software, and Github.
• You have a bias towards action. You get things done. When you can’t get them done, you communicate why and what you need to get unblocked. You are persistent in the face of roadblocks. You take the initiative to fix issues.
• You’re comfortable jumping into an unfamiliar space and navigating uncertainty (and a little chaos).
• You’re committed to goals, sometimes determined by yourself and often determined collaboratively, and flexible on tactics.
• You enjoy giving voice to the people who use what we build.

If you don’t tick every box above, we’d still encourage you to apply. We’re building a diverse team whose skills balance and complement one another.

Note: Please include a short cover letter describing your relevant experience and your motivation for working at Gitcoin. Applications without this information will not be considered.