Senior Customer Success Analyst (DeFi Analyst)

Decentralized Masters is an educational platform dedicated to teaching retail customers how to leverage the new world of Decentralized Finance to preserve and grow their capital. We empower individuals to take back control over their financial future. Our mission is to improve customer satisfaction by providing comprehensive education and implementing ways to enhance the customer journey within the DeFi ecosystem. We provide custom videos, live sessions, 1-on-1 mentorship, proprietary tools, and research reports to guide users from crypto novices to DeFi Masters. As a bootstrapped and profitable company, we are experiencing rapid growth, aiming for $50 million in revenue in 2024 and potential unicorn status in the next few years.

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 in the DeFi space. Our platform offers custom videos, live sessions, 1-on-1 mentorship, proprietary tools, and research reports to guide users from crypto novices to DeFi Masters.

Decentralized Masters has grown rapidly to over 80 full-time employees and aims to reach 120+ by the end of 2024. This bootstrapped and profitable company is targeting $50 million in revenue in 2024 and is recognized for its record-breaking growth, with potential unicorn status in the coming years.

Responsibilities

Members Success

Responsible for the success of 200 students per month through cohort teaching models, focusing on these key performance indicators:

• Methodically educate customers on our platform by answering questions via email, text, or in Q&A sections in Circle, explaining complex crypto concepts in a simplistic manner.
• 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, keeping the end goal in mind.
• 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 and manage the community chat of the DeFi Accelerator, curating Circle channels and support emails.
• Attend Accelerator Q&A and Live Step Sessions for potential backups when needed.
• Conduct 1-on-1 calls with customers to help them learn and succeed in DeFi.

Research

• Utilize various tools to track, communicate, and gain valuable statistics for department needs.
• Share knowledge of DeFi, DeFi products, crypto communities, and decentralized finance products.
• Conduct research on various crypto trends and projects and present findings in an easy-to-understand (ELI5) manner.

Other Keys

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

Requirements

• Must be able to work in the 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 a 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, with 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: $36,000 USD per year plus commissions with an earning potential of $40,000+.
• Monthly commission from $500-$1,500 USD based on performance, with growth potential as assigned new members mature after the initial 3-month period (6-month program).
• Unlimited earning potential through commissions.
• Full-time, 40 hours per week.
• Unlimited Paid Time Off (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.

About Company

Decentralized Masters is an educational platform empowering retail customers with knowledge and tools in Decentralized Finance (DeFi). Our mission is to enhance customer satisfaction by providing comprehensive education and implementing improvements to the customer journey. We strive to build the largest DeFi ecosystem, starting with becoming the leading DeFi educational platform.

How to Apply

Applications for this job are currently closed.