Customer Solutions Specialist

Customer Solutions Specialist About Dune Dune is on a mission to make crypto data accessible. We’re a collaborative multi-chain analytics platform used by thousands of developers, analysts, & investors to understand the on-chain world and the frontiers of finance. We’re a team of ~60 employees,  working together across Europe and eastern US timezones 🌍️. We believe in our mission, and in building a powerful, open product that allows individuals and communities to do deep research into important ecosystems like Bitcoin, Ethereum, Solana, and many more. We’re backed by some of the world's best investors. In February 2022, we announced our Series B funding round led by Coatue and Union Square Ventures, an important milestone that allowed us to double down on our mission. We’re using the funds to educate, reward and empower a new generation of onchain analysts aka Wizards 🧙‍♀️ If you want to have one of the highest impact jobs on the planet, come join our wonderful team of Galaxy brains. Learn more about us: Dune's Vision https://dune.com/blog/dune-vision Values and working at Dune https://dune.com/careers Role Overview We are seeking a Customer Solutions Specialist to provide world-class technical assistance and support to Dune’s paid users and customers. This is a fast-paced role where you’ll manage a high volume of inquiries across multiple channels, requiring a calm and structured approach to problem-solving. The ideal candidate has strong customer empathy, a natural curiosity to investigate issues, and thrives in a challenging, dynamic environment. This is a remote role for candidates based in the US East Coast (EST) or Europe West (GMT or CEST). Applications from other time zones will not be considered. Key Responsibilities - Troubleshoot and resolve technical issues for paid users across high-traffic support channels (Slack, Telegram, Zendesk). - Stay curious and proactive, digging deep into complex customer issues to identify root causes and drive resolutions. - Collaborate with Product and Engineering to escalate problems and ensure user needs are addressed effectively. - Develop and refine support documentation, FAQs, and user guides to empower users and streamline support. - Built automation workflows that proactively address recurring customer issues, enhancing the overall support experience at scale. Minimum Requirements - 2+ years of experience in customer support, technical support, or similar roles. - Experience with crypto data, ideally with hands-on use of Dune. - Familiarity with SQL or basic data querying to help diagnose user issues firsthand. - A proven ability to stay organized and thrive under pressure in a fast-paced, multi-channel support environment. - Strong investigative skills and a problem-solving mindset, with the curiosity to dive into technical issues. - Excellent communication skills, with an empathetic approach to helping users navigate challenges. - Based in the US East Coast (EST) or Europe West (GMT or CEST). Nice to have - Have previously built dashboards on Dune. - Hands-on experience with support automation tools such as Zapier, Pylon, or AI-assisted triage using tools like Claude. - Experience in a startup or high-growth environment where processes are still being built. - Worked with data warehouses, specifically BigQuery, Databricks, or Snowflake. PERKS & BENEFITS - A competitive salary and equity package 🚀. Both salary and equity is top 25% of companies https://notion.so/Careers-at-Dune-Doing-the-best-work-of-your-life-f25e0b5e1f624d2aaf3ef2c81558ea96#7f745f5112394686bd7c127c720f2024 in the space - Our employee equity scheme has world-class employee-friendly terms with a heavily discounted strike price (~90%) and a 10-year exercise window - 5 weeks PTO + local public holidays (that can be swapped to suit you) 🏖 - A fully remote-first approach 🧑‍💻 within a distributed team with flexible working hours; you structure your own day - Say goodbye to me ... (truncated, view full listing at source)