Community Support Specialist
Futureverse, New Zealand
Job Description
Futureverse is a technological and cultural foundation for the open metaverse where creators, companies and communities conjure their future.
The Futureverse infrastructure enables companies and creators to deliver the open metaverse experience that they want for their audience. A seamless portal in and out of all apps in the metaverse, Futureverse allows users to travel with a passport, friends, communications, finances and content.
Our vision is to enable every human to create the worlds they imagine. We are not building the future. You are.
Reporting to the Product Support Manager as Support Specialist you will be responsible for supporting the Futureverse community and ensuring that any issues are resolved efficiently and effectively while proactively working to mitigate any potential future issues. This is an initial 6 month contract with the opportunity to be extended.
You'll need to be good with people, have a caring personality and have excellent written communication skills - all of your interactions with our community will be digital. Excellent community (customer) support is a must!
Responsibilities
- Resolve support issues from the community in an efficient and effective manner.
- Respond to support tickets through Intercom.
- Engage with the community within Discord.
- Be a trusted expert within the community, helping to support and disseminate the narrative around the Company and its respective brands.
- Be a consistent and active presence in the community, fuelling positive conversation and sentiment.
- Act as a conduit between the Company and the community, facilitating a two-way channel of communication which ensures that only approved and on-brand information is passed to the community, and that relevant and actionable feedback is fed back to the Company.
- Work closely with Product, Technology, and Marketing leadership and wider departments to build out extensive product support plans for key product launches and updates.
- Work with the QA department to address and document any known issues throughout the testing process.
- Ensure that the community management team is clearly briefed on new and ongoing issues to ensure they can manage the community effectively.
- Work closely with Marketing leadership and the wider department and Company to develop and action cohesive community education plans.
- Regularly reassess the way we support our community and look for new systems, tools, and processes which we can implement to improve our efficiencies and level of positive engagement with the community.
Requirements
- Futureverse is headquartered in New Zealand. You must be able to work 8pm - 4am NZST. We are open to applicants being based anywhere in the world!
- Minimum of 1 year experience in community, product support, brand or project management and/or operational roles.
- Ability to communicate with external stakeholders clearly and with empathy, ensuring that even the most difficult customers feel heard and respected.
- Ability to document, relay, and action key community feedback internally to help develop process and workflows.
- Experience in understanding audiences, their needs and motivations to deliver value through engaging and positive experiences and interactions.
- Knowledge of community protocols, communication management and social media tools.
- Strong knowledge and passion for web3/metaverse technology and products.
- Strong understanding of Discord and similar community management tools, including server architecture, permissions, and tools.
- A proven approach to problem solving with a can-do kind of attitude.
- Have your finger on the pulse of today’s web3 and metaverse community landscape and a broad understanding of how it can and will evolve.
- Excellent communication skills, both verbal and written.
- The ability to keep a cool head under pressure and meet even the most intense confrontations with logic and empathy.
- Ability to work flexible hours and respond to urgent situations as needed.
Benefits
We're a great place to work at
- Experienced and wickedly talented team and growing
- Venture funded by a consortium of leading crypto investors and more every day
- Recent Series A funding - $54 million
- Real work-life balance
We can offer
- Great variety (no two days are the same)
- Exciting international projects
- Engaging with global AAA gaming companies, game platforms and investors
- The right salary
- The chance to be part of the next generation of the internet the decentralised Metaverse
If you enjoy being around creative people who are pushing the limits of design and t