Alchemy

Customer Experience Advocate

The Role

We are looking to hire our first Customer Experience Advocate team member in the APAC region! The Customer Experience Advocate team is the first point of engagement for the entire Alchemy community in our most critical channels — mostly Discord and online community platforms like Twitter. You’ll be our eyes and ears on the ground learning about customer needs to inform our product roadmap, working with the Customer Engineering team and other parts of the company to ensure our product continues to meet our customers needs, and making certain the developer voice is represented inside the company. You will ensure prompt and effective resolution of questions, problems, and requests.

In a nutshell, this role is perfect for someone with a technical background who understands the needs of developers, wants to foster and engaged and mutually helpful community, and wants to learn multiple sides of Alchemy’s business. The majority of the time will be spent meeting and talking with customers, helping them solve their needs, debug technical issues, and sharing insights with colleagues across the business.

Responsibilities:

• Answer customer questions for our growth and free tier users on discord. Tackle and troubleshoot questions related to
  • Billing and Accounts
  • Alchemy APIs, SDK and core RPC services
  • our tutorials and docs
• Onboard and familiarize new users in our discord
• Look at user’s code and provide feedback or help debug issues
• Obsess over customer experience
  • Consistently find ways to improve discord experience
  • Identifying and relaying customer feedback to relevant teams
    • Documentation team for Doc updates
    • Product teams and Devrels for Product feedback
• Building close relationships and trust with consumers through open and interactive communication

What We’re Looking For:

• Candidates must be located in the APAC (Asia-Pacific) region to be considered for this position
• Computer science degree or software engineering experience
• 1+ years of experience in customer support or working closely with customers
• Excellent communication and presentation skills
• Good knowledge of technical concepts including knowing how to program in at least 1 programming language
• Ability to multi-task, prioritize, and manage time effectively
• Ability to learn things quickly
• Interest in technology, blockchain, crypto
• Experience with blockchain a large plus
• Founded a company or built side projects, a plus