Company Overview:

Our client is a specialized group that educates high-net-worth individuals on entering and navigating Decentralized Finance (DeFi), also known as the primary crypto markets. Their system helps members securely access opportunities to invest in crypto assets at earlier, lower-cost stages, with many achieving substantial returns. With a focus on long-term value rather than speculation, they emphasize the potential of DeFi as a transformative financial infrastructure. The team includes experts from law, academia, engineering, and traditional finance, leveraging their collective experience to guide investors in the evolving web3 landscape.

Job Summary:

Our client is looking for a DeFi Transaction Support Specialist to assist their members with on-chain transactions, troubleshoot issues, and provide real-time guidance via chat and quick 1:1 calls. Your responsibilities are to ensure that their members confidently and successfully execute their transactions while maintaining security and efficiency.

What will you do:

• Member Support & Issue Resolution: Deliver prompt, high-quality assistance via live chat and private tickets, addressing member inquiries with clear, technically accurate responses.
• On-Chain Transaction Troubleshooting: Diagnose and resolve issues related to wallets, token swaps, cross-chain bridging, staking, smart contract interactions, and gas fee optimizations. Guide users through failed transactions, pending states, and reorg scenarios.
• Technical Walkthroughs: Conduct real-time 1:1 video or voice sessions to assist members in navigating complex DeFi protocols, setting up secure wallets, signing transactions, and recovering lost assets.
• Security & Best Practices Advocacy: Educate members on private key management, phishing prevention, contract approval risks, slippage settings, and protocol-specific vulnerabilities to enhance transaction safety.
• Support Process Optimization: Develop and maintain a knowledge base with detailed Loom walkthroughs, structured Scribe step-by-step guides, and comprehensive FAQs to minimize repetitive inquiries and enhance self-service resolution.

Who You Are

• Deep Expertise in DeFi Transactions: Extensive hands-on experience with decentralized finance (DeFi) operations, including token swaps, cross-chain bridging, staking, liquidity provision (LPing), yield farming, and smart contract interactions.
• Advanced Wallet Proficiency: Highly skilled in using and troubleshooting various non-custodial wallets such as MetaMask, Phantom, Rabby, and other on-chain tools, including hardware wallets and multi-signature setups.
• Exceptional Troubleshooting & Analytical Skills: Adept at diagnosing and resolving transaction failures, gas fee optimizations, slippage issues, stuck transactions, and RPC/network-related complications.
• Security & Risk Awareness: Strong understanding of wallet security best practices, phishing risks, and smart contract vulnerabilities, ensuring users avoid common pitfalls.
• Outstanding Communication & People Skills: A naturally friendly and approachable problem-solver who excels at breaking down complex blockchain concepts into clear, digestible steps for users of all experience levels.
• Proactive & Solution-Oriented: Can predict common user issues and provide efficient, step-by-step troubleshooting in real-time.
• Comfortable with Live Support: Willing and able to hop on video or voice calls to guide users through transactions, troubleshoot issues, and enhance their DeFi experience.

Key Performance Indicators (KPIs)

• Response Time: Answer inquiries within 15 minutes.
• Resolution Rate: Resolve 95% of inquiries within 24 hours.
• Accuracy: Maintain a 90%+ accuracy rate in responses.
• Customer Satisfaction: Achieve a 90%+ satisfaction score.

Work Arrangement:

• Full-time
• Fully Remote
• 8 AM to 2 PM EST (6 hours/day - Monday to Friday).
• Salary: $3k/month.