Senior Customer Success Analyst (DeFi Analyst)

Decentralized Masters

Remote Full Time $3,000 per month plus commission of $500-1,500 2026-07-20

About Decentralized Masters

Decentralized Masters is an educational platform empowering individuals to navigate and leverage the world of Decentralized Finance (DeFi). With over 80 full-time employees and targeting 120+ by the end of 2024, the company is experiencing record-breaking, bootstrapped, and profitable growth, aiming for $50 million in revenue in 2024. Our mission is to educate customers on DeFi and provide them with the tools to master the decentralized ecosystem, fostering customer satisfaction and an improved customer journey.

About the Position

Introduction

Decentralized Masters is an educational platform dedicated to teaching retail customers how to leverage Decentralized Finance (DeFi) to preserve and grow their capital. We empower individuals to take control of their financial future by multiplying their capital and thriving in uncertain times. We provide comprehensive training, including custom videos, live sessions, one-on-one mentorship, proprietary tools, and research reports, to help customers with no prior crypto experience become DeFi Masters. Our goal is to build the largest DeFi ecosystem, starting with the leading DeFi educational platform.

Responsibilities

Member Success

Take responsibility for the success of 200 students per month through cohort teaching models.
Methodically educate customers on our platform by answering questions via email, text, or in Q&A sections in Circle and explaining complex crypto concepts simply.
Ensure assigned customers are communicated with within 14 days.
Conduct weekly analysis of SMS and email response rates.
Continuously follow up with customers to ensure success.
Help customers set up Ledgers.
Co-lead Q&A Live Sessions for Accelerator customers.
Actively promote company culture and customer obsession by answering questions, commenting on posts, and helping with requests while maintaining a friendly and professional demeanor.

Mentoring and Education

Become a key contributor in the DeFi Accelerator community.
Monitor the community chat of the DeFi Accelerator community.
Manage the Accelerator community, curate circle channels, and handle support emails.
Attend Accelerator Q&A and Live Step Sessions for potential backups when needed.
Conduct one-on-one 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 decentralized finance products.
Conduct research on various crypto trends and projects and present it in an easy-to-understand (ELI5) manner.

Other Key Responsibilities

Ensure support for each member's needs (requests, answer questions, take action).
Improve the customer journey and delivery by refining processes.
Actively participate and add value in team and company meetings.
Build tech tools that enhance product value and help customers achieve their goals.
Flesh out the workflow process, adding improvements at each step.

Requirements

Must be able to work EST time zone.
Professional English language skills.
2 years of 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

Competitive salary package with an earning potential of $40,000+.
Monthly commission from $500-$1,500 based on performance. This commission grows as assigned new members mature after the initial 3-month period of a 6-month program.
Unlimited earning potential through commissions.
Full-time (40 hours a week).
Unlimited PTO.
Flexible work schedule.
Team off-sites.
Young & dynamic culture with team members across 25+ countries.
Fully remote with a very supportive team, offering the ability to work from anywhere in the world.