Tech Support Specialist, Rarible
+ Stock options and RARI Token grants
NFT marketplace
Job no longer available
NFT marketplace
101-200 employees
Job no longer available
+ Stock options and RARI Token grants
101-200 employees
Company mission
To allow every person in the world to create, access, and monetize digital items.
Role
Who you are
- Experience: You may have some background in customer support, client-facing roles, or retail customer service. Above all, you’re eager to learn and grow
- Strong Communicator: Comfortable explaining concepts clearly—in writing, via chat, or on camera—and you excel at empathetic, supportive communication
- Zendesk Familiarity: Experience using Zendesk or similar ticketing platforms is a plus; you’re ready to learn quickly if not already proficient
- FAQ & Content Moderation Skills: You’ve helped shape or manage knowledge bases and FAQs before and understand the importance of clear, user-friendly documentation
- Data & KPI Awareness: You appreciate the importance of tracking performance metrics and are open to learning how to measure and improve them
- Tech Curiosity: An interest in NFTs, crypto, or Web3 is a bonus—but primarily, you’re excited to learn about our products and guide customers through their journey
- Team Player: You thrive in a collaborative environment and enjoy working with multiple teams to solve problems and deliver exceptional results
- Organized & Efficient: You excel at juggling multiple tasks and prioritizing effectively in a fast-paced environment
What the job involves
- Rarible is a leader in the Web3 ecosystem, empowering businesses and individuals with best-in-class NFT marketplaces. We’re seeking an Tech Support Specialist who will focus on B2C (retail) customers, ensuring they have the best possible experience when using our platform. If you’re people-focused, eager to learn, and excited about blockchain and NFTs, we want to hear from you!
- Customer-Centric Support: Serve as the first point of contact for our retail user base, responding to inquiries via Zendesk, Slack, and video calls
- Build Relationships: Provide a welcoming and empathetic experience for customers, ensuring they feel supported and understood at every stage
- Collaborate Cross-Functionally: Work closely with product, engineering, and operations teams to escalate issues when necessary and stay aligned on user needs
- Create and Maintain Knowledge Base: Shape and continually improve FAQ articles and other self-help materials; moderate and manage content to keep our resources accurate and user-friendly
- Identify and Communicate Trends: Spot common questions or concerns and share insights with internal teams to boost overall user satisfaction and guide product development
- Monitor KPIs: Track response times, ticket resolution rates, and user satisfaction metrics; use these insights to refine support processes and enhance the user experience
- Issue Resolution: Address and resolve user inquiries promptly and professionally, providing clear and friendly communication at all times
- Escalation Management: When necessary, escalate issues to the appropriate teams and follow through to ensure a timely resolution
- Content & FAQ Ownership: Develop and maintain FAQ articles, guides, and other resources to empower users to find solutions independently
- Feedback Loop: Collect user feedback and feature requests; share these insights with the product team to help refine and improve the overall experience
- KPI & Quality Tracking: Monitor support-related KPIs (like ticket resolution time and user satisfaction), ensuring they meet or exceed targets
Our take
NFTs are a type of blockchain technology that gives scarcity to digital assets, allowing (arguably for the first time) digital items to represent value in and of themselves. For their visionary early-adopters, NFTs could become the full-scale intellectual property rights framework for media content.
Rarible is ushering in this vision for NFTs with its community-focused marketplace for digital collectibles. For Rarible’s leadership, that means creating the most user-friendly way to interact with this new blockchain technology while totally democratising power to its user with no verifications, approvals or other barriers to creating NFTs and going live in the marketplace.
Rarible’s marketplace has already proven a major success with NFT enthusiasts. However, given Rarible’s larger ambition of fulfilling the potential of the technology at large, the platform is seeking to become much more: a fully-fledged protocol with infrastructure, tools, community, and a marketplace.
There are many challenges lying ahead for Rarible. Not least is that NFT trading volumes have largely dipped from their highs in 2021. That means operating a marketplace could become very challenging indeed, but the startup will hope that the extremely dedicated group of super-users that it has won sees them through any tough times.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (2 rounds)
Jun 2021
$14.2m
SERIES A
Feb 2021
$1.8m
SEED
Total funding: $16m
Company benefits
- Work for a rapidly expanding global startup
- Mentorship, training and career progression plans with leadership focused on developing the teams
- Team that cares about products and working conditions
- Flexible hours
- Paid vacations
- Remote first with relocation packages available
- Hardware and software support
- Base equity and/or tokens
- Health benefits
Company HQ
Downtown Los Angeles, Los Angeles, CA
Leadership
Alexei Falin
(CEO & Co-Founder)Before Rarible, they founded Sticker.Place.
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