Community Support Associate

Orca
Asia
RemoteCareer-pivot friendly

Who this role is best for

A natural match if you have prior community management or customer support experience in the crypto domain, particularly with SVM chains and AMMs.

Best fit for

  • Candidates with prior community management or customer support experience in the crypto domain
    — “Prior experience in customer support, community management, or a related role”
  • People with a strong grasp of on-chain financial infrastructure and an interest in DeFi innovation
    — “Comprehensive knowledge of crypto and blockchain technologies, with a focus on SVM chains and a solid understanding of AMMs, preferably including CLMMs”

Things to consider

  • The role requires handling technical issues and escalations, which may demand high attention to detail and quick decision-making
    — “Troubleshoot user issues, provide detailed and advanced technical support, and escalate out-of-scope problems to appropriate internal teams”
  • The position involves a significant amount of cross-functional collaboration with teams like Marketing and Product
    — “Collaborate with the Community Support, Marketing, and Product teams to address known and emerging community needs”

How to stand out

  • Highlight your fluency in English and examples of managing high-pressure user interactions
    — “Excellent written and verbal communication skills in English at a fluent/native level”
  • Demonstrate your ability to gather and act on user feedback to improve products and services
    — “Gather user feedback and insights to contribute to continuous product and service improvements”
  • Emphasize your experience with social media and community tools like Discord and Telegram
    — “Familiarity with social media platforms and online community tools (Discord, Telegram, Twitter, Reddit)”
  • Demonstrate your ability to identify and escalate critical issues impacting business or security
    — “Identify critical issues impacting business continuity or security and escalate rapidly”
Pace · SteadyCollaboration · HighAutonomy · MediumDecision Impact · Team

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

  • Respond promptly to user inquiries
  • Identify and escalate critical issues
  • Foster a positive community environment
  • Gather user feedback
Typical background
Customer Support ExperienceCommunity Management

Skills & requirements

Required

Customer SupportCommunity ManagementTroubleshootingVIP SupportUser OnboardingCommunity Moderation

Preferred

Blockchain TechnologiesAmmsClmms

Stack & domain

CryptoBlockchainSVM ChainsAmmsClmmsCustomer SupportCommunity ManagementProblem-solvingCommunicationFinanceTechnology

About the role

Original posting from Orca via Ashby

Location: Remote

Orca is expanding into new product verticals, bringing a new class of regulated assets on-chain with the compliance infrastructure and liquidity primitives to make them actually work. Our ambition reaches beyond becoming the leading provider of financial primitives in crypto—we aim to reshape the foundation of finance itself. If you are someone who is tired of just working another job and wants to build something meaningful, then we invite you to join our team.

Orca is seeking a proactive and dedicated individual to join our Community Support Team. In this role, you will be the first point of contact for Orca's users, providing timely support, troubleshooting issues, and fostering a positive environment across our community platforms. This position is integral to ensuring user satisfaction, engagement, and the seamless operation of Orca's ecosystem.

What You'll do

  • Respond promptly to user inquiries via social channels (Currently Discord) and ticketing systems (MetaCRM).
  • Troubleshoot user issues, provide detailed and advanced technical support, and escalate out-of-scope problems to appropriate internal teams.
  • Identify critical issues impacting business continuity or security and escalate rapidly.
  • Identify and support VIP users with white-glove service.
  • Funnel partnership and business development inquiries to relevant departments (BD, Marketing, Developer Advocates).
  • Participate in community moderation, ensuring compliance with community guidelines and fostering a safe environment in line with Orca’s core values.
  • Assist in user onboarding and education through the creation of guides, FAQs, workshops, and participation in webinars and AMAs.
  • Gather user feedback and insights to contribute to continuous product and service improvements.
  • Monitor trends within the wider crypto ecosystem and report relevant developments to the Orca team.
  • Collaborate with the Community Support, Marketing, and Product teams to address known and emerging community needs, and planning and implementing initiatives that drive engagement and community growth.

What You Bring

  • Comprehensive knowledge of crypto and blockchain technologies, with a focus on SVM chains and a solid understanding of AMMs, preferably including CLMMs.
  • Prior experience in customer support, community management, or a related role.
  • Excellent written and verbal communication skills in English at a fluent/native level.
  • Strong problem-solving skills with the ability to handle technical issues effectively.
  • Ability to remain professional, friendly, and empathetic under pressure.
  • Familiarity with social media platforms and online community tools (Discord, Telegram, Twitter, Reddit).

What Orca offers

  • Salary: 10,000 - 20,000 USDC
  • Token allocation: 5,000 - 10,000 ORCA over 4 years
  • Opportunity to learn and develop Solana DeFi.
  • Flexible work schedule.
  • Home office stipend.
  • Wellness stipend.
  • Paid subscriptions to GitHub Copilot, ChatGPT, or other tools that make you more productive.

Hiring Process

Orca is transparent and efficient. We move fast, and this process will be short and intense. We believe our process enables us to make decisions quickly so we avoid long, drawn out interview rounds that last weeks.

Initial Screen (20min)

This is an opportunity for us to better understand your experience and knowledge of Solana and DeFi, and an opportunity for you to learn more about the role and company.

Hiring Manager (60min)

This is a chance for you to go deeper into the role, work culture and general expectations.

Final Round (60 min)

This round will be with our members of our Business Development team. They will dive deeper into the product related topics.

About: https://orca.so

Twitter: https://x.com/orca_so

Discord: https://discord.orca.so

Podcast: https://orcapod.orca.so

Orca is an equal opportunity employer.

Source: Orca careers (Ashby)

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