VIP Lead Customer Support Agent(Remote Canada)


Canada Remote

Full time

Sep 29

This job is no longer accepting applications.

Dapper Labs is looking for a driven individual to join our Customer Experience team to help support our growing community through our bleeding-edge products. With your help, we hope to build a strong community around our suite of products to bring the benefits of blockchain to the masses!

The ideal candidate is passionate about delivering truly great customer experiences, as well as developing lasting, growth-oriented relationships with each user through a combination of email, messaging and phone contact. To accomplish this goal you will have a variety of technical tools and property partners as your support. This requires a high level of engagement, adaptability and the confidence to move quickly. You possess a natural curiosity for complex issues and don’t shy away from digging into the weeds to find the best solution for both our community and for our internal teams. You’re passionate about new tech and aren’t afraid to mix it up with a wide audience of tech-newbies, developers and a mainstream audience. Your previous experience in the VIP field will also help us determine which tools and support channels will help the team succeed. The opportunity and freedom to come up with fun and creative ways to educate and engage with a highly engaged VIP Customer Service team should be very exciting to you.

You can also flex your high-level communication skills to take learnings back to stakeholders and empower our product teams to improve the overall product experience. Strong communication will be key as you’re not looking for a traditional customer support role–you’re looking to around a first of its kind technology.

What we'll accomplish together:
  • Given our global audience, you must be comfortable with the idea of a flexible schedule to ensure our VIP users are properly served; this includes working weekends, holidays and being available as needed.
  • With your expert knowledge of both traditional VIP customer service and community engagement, we will field support requests from not only VIP users, but influencers, technology enthusiasts, partners and hobbyists.
  • We will champion the VIP user’s voice across the company to ensure no issues or feedback fall through the cracks.
  • In this role, you will be the first line of contact with our very best users; motivated to delight, committed to proactive service recovery, skilled in AML compliance and industry regulations.
  • Hone our help documentation and internal processes with the objective of lightening the support load so our community can enjoy our experiences issue free.

A little about you:
  • You have 3-5 years experience in a VIP service-driven field.
  • You have experience either working directly with online communities or in a leadership capacity.
  • You are extremely responsive to VIP inquiries, able to effectively manage your time and perform multiple tasks simultaneously.
  • You are able to build relationships with VIP users in ways that enhance loyalty and develop frequency of site activity and monetization.
  • You are able to ensure VIP users feel valued and eager to continue engaging with our products.
  • Your writing is clear, concise, empathetic and 99.9999% of the time typo-free.
  • Your communication skills are impeccable. Full stop.
  • You are able to retain an enormous, ever-changing set of specific details, and live for the little blast of dopamine that comes from connecting the pieces.
  • Extra credit: you’re already highly engaged in the NBA community, previously worked in new-tech, already have knowledge of the crypto-space and may even own some cryptocurrency yourself!

More about Dapper Labs:

Dapper Labs is the world's first blockchain entertainment company. We are the creators of industry-leading experiences including CryptoKitties and NBA Top Shot, as well as Dapper Wallet, the simplest way to manage your assets and use the blockchain. We are also the original developers behind Flow, a new decentralized blockchain designed from the ground up for scalability and ease of use.

Our mission at Dapper Labs is to make the world a more open, empowering, and enjoyable place through consumer adoption of decentralized technologies. We have raised over $350M from leading VCs including Fred Wilson (USV) and Chris Dixon as well as Venrock, Samsung, Google Ventures, Coatue, NBA players, and global artists, among others. Dapper Labs partners include the NBA and NBPA, the NFL-PA, Ubisoft, Warner Music, Turner, Dr. Seuss, Genies, and the UFC, as well as 100+ others.

Visit our website to learn even more about Dapper Labs, including information about benefits and perks

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