Customer Support Specialist, Dune

• The ideal candidate has strong customer empathy, a natural curiosity to investigate issues, and thrives in a challenging, dynamic environment
• 2+ years of experience in customer support, technical support, or similar roles
• Experience with crypto data, ideally with hands-on use of Dune
• Familiarity with SQL or basic data querying to help diagnose user issues firsthand
• A proven ability to stay organized and thrive under pressure in a fast-paced, multi-channel support environment
• Strong investigative skills and a problem-solving mindset, with the curiosity to dive into technical issues
• Excellent communication skills, with an empathetic approach to helping users navigate challenges
• Based in the US East Coast (EST) or Europe West (GMT or CEST)
• We are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway

Desirable

• We are seeking a Customer Solutions Specialist to provide world-class technical assistance and support to Dune’s paid users and customers
• This is a fast-paced role where you’ll manage a high volume of inquiries across multiple channels, requiring a calm and structured approach to problem-solving
• Troubleshoot and resolve technical issues for paid users across high-traffic support channels (Slack, Telegram, Zendesk)
• Stay curious and proactive, digging deep into complex customer issues to identify root causes and drive resolutions
• Collaborate with Product and Engineering to escalate problems and ensure user needs are addressed effectively
• Develop and refine support documentation, FAQs, and user guides to empower users and streamline support
• Built automation workflows that proactively address recurring customer issues, enhancing the overall support experience at scale