Senior Customer Success Analyst (DeFi/Crypto)

Decentralized Masters is an educational platform dedicated to teaching retail customers how to utilize Decentralized Finance (DeFi) to preserve and grow their capital. We empower individuals to regain control over their financial future by providing custom videos, live sessions, 1-on-1 mentorship, proprietary tools, and research reports. Our goal is to build the largest DeFi ecosystem, starting with becoming the leading DeFi educational platform. We are a bootstrapped and profitable company with over 80 full-time employees, aiming for $50 million in revenue in 2024 and potential unicorn status in the coming years. We are committed to improving customer satisfaction and enhancing the customer journey by educating members on DeFi and equipping them with the necessary tools to navigate the Decentralized Ecosystem.

Introduction

Decentralized Masters is seeking a Senior Customer Success Analyst with a strong background in DeFi and Crypto to join our growing team. You will be responsible for ensuring the success of our students learning to leverage Decentralized Finance. This is a remote, full-time position offering a competitive salary and commission opportunities.

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 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, 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 member of the DeFi Accelerator community.
• Monitor Community chat of the DeFi Accelerator community.
• Manage Accelerator community, curate circle channels, and support email.
• 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

• 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 for various crypto trends and projects and present it in an easy-to-understand (ELI5) way.

Other Keys

• Ensure support for each member's 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 attain their goals.
• Refine the workflow process, adding improvements at each step.

Requirements

• 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 within 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 - $36,000 per year plus commissions with an earning potential of $40,000+.
• Monthly commission from $500-$1,500 based on performance, which grows as assigned new members reach maturity after the initial 3-month period (as it's a 6-month program).
• Ability to earn commissions with 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 25+ countries.
• Fully Remote with a very supportive team, allowing you to work from anywhere in the world.

About Company

Decentralized Masters is an educational platform dedicated to teaching retail customers how to utilize Decentralized Finance (DeFi) to preserve and grow their capital. We empower individuals to regain control over their financial future by providing custom videos, live sessions, 1-on-1 mentorship, proprietary tools, and research reports. Our goal is to build the largest DeFi ecosystem, starting with becoming the leading DeFi educational platform. We are a bootstrapped and profitable company with over 80 full-time employees, aiming for $50 million in revenue in 2024 and potential unicorn status in the coming years. We are committed to improving customer satisfaction and enhancing the customer journey by educating members on DeFi and equipping them with the necessary tools to navigate the Decentralized Ecosystem.

How to Apply

Applications for this job are currently closed.