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intercom defi sla management wallets dexs📋 Description
- Own a portfolio of advanced users with proactive, relationship-first support.
- Handle disputes around market resolution and order execution.
- Design and operate the tiered support program (routing & SLA).
- Author and maintain internal playbooks for communication and escalation.
- Track program health metrics: CSAT, resolution time, escalations.
- Act as the primary feedback loop between users and product/leadership.
🎯 Requirements
- 3–5 years in high-touch CX, account mgmt, or customer success
- Solid understanding of DeFi—AMMs, DEXs, wallets, and on-chain mechanics
- Exceptional written communication: firm, empathetic, rules-grounded
- Hands-on Intercom experience: segments, routing rules, SLA mgmt
- Available to respond to escalations within 30 minutes, 24/7
- Plus: familiarity with on-chain analytics tools
- Plus: experience with regulated exchanges or financial services
🎁 Benefits
- Competitive salary & equity
- Unlimited PTO
- Full Health, Vision, & Dental coverage
- 401k match
- Hardware setup: new MacBook Pro, big display, accessories
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