Community Support Associate

As a Community Support Associate at Orca, you will be the first point of contact for users, providing timely support, troubleshooting issues, and fostering a positive environment across community platforms. You are integral to ensuring user satisfaction, engagement, and seamless operation of Orca's ecosystem. Orca is expanding into new product verticals, bringing regulated assets on-chain with the compliance infrastructure and liquidity primitives to make them work.

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 implement 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 or 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 we offer

• Salary of 10,000 to 20,000 USDC
• Token allocation of 5,000 to 10,000 ORCA over 4 years
• Opportunity to learn and develop Solana DeFi expertise
• Flexible work schedule
• Home office stipend
• Wellness stipend
• Paid subscriptions to GitHub Copilot, ChatGPT, or other tools that increase your productivity

About Orca

Orca is expanding into new product verticals, bringing regulated assets on-chain with compliance infrastructure and liquidity primitives. The company provides financial primitives in crypto with the ambition to reshape the foundation of finance itself.