Senior Customer Support Agent / KL, Malaysia

Job Description

Dapper Labs is looking for a driven individual to join our Global Customer Support team to help our users with their Dapper Wallets and collectible experiences. With your help, we hope to build strong support around our suite of products to bring the benefits of blockchain to the masses! The ideal candidate has a deep understanding of what is required to educate online consumers in an emerging field. 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 collectors and 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 with crypto, startups, email, chat, and/or messaging support will help our team provide world-class service to our collectors.

What we'll accomplish together:

• We will leverage our expert knowledge of customer service and excitement for our technology to promptly field support requests from not only a mainstream audience but developers, technology enthusiasts, and hobbyists.
• We will champion the collector’s voice across the company to ensure no issues or feedback fall through the cracks.
• We will follow, review, and work cross-functionally with other disciplines to test new product developments to stay several steps ahead of potential support issues.
• We will hone our help documentation and internal processes with the objective of lightening the support load so our collector’s can enjoy our experiences issue-free.

A bit about you:

• Given our global audience, you must be comfortable with the idea of a flexible schedule to ensure our collectors are properly served. Namely, this includes working non-traditional hours including weekends and holidays. This position will also require you to be in our Kuala Lumpur, Malaysia office.
• You’ve worked in customer success for 3+ years and have experience working directly with online consumers. Ideally, within the crypto and/or startup industries.
• Your writing and communication skills are clear, concise, empathetic with an advanced level of English.
• You have strong experience with CRM tools, such as Zendesk, and working in high-volume support centers managing email and chat/messaging queues.
• 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 crypto, web3 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 uses blockchain technology to make web3 experiences easy, safe, and fun. Since it was founded in 2018, Dapper Labs has given enthusiasts a real stake in the game by bringing them closer to the brands they love, building engaged and exciting communities for them to contribute to, and producing new pathways for them to become creators themselves. Dapper Labs is the makers of the Dapper Platform - the trusted gateway to digital worlds - and the officially-licensed digital video collectibles including NBA Top Shot, NFL All Day, UFC Strike and LaLiga Golazos. Notable investors in Dapper Labs include Andreessen Horowitz, Coatue, Union Square Ventures, Venrock, Google Ventures (GV), Samsung, and the founders of Dreamworks, Reddit, Coinbase, Zynga, and AngelList, among others. Dapper Labs’ studio partners include the NBA and NBPA, the NFL and NFLPA, Ubisoft, Warner Music, Turner, Dr. Seuss, Genies, as well as 100+ others. Visit our website to learn even more about Dapper Labs, including information about benefits and perks. Apply for this job