About hirevault
Welcome to hirevault, a trailblazing fintech company at the forefront of decentralized finance (DeFi). We empower millions of users worldwide to access, trade, and manage digital assets with unprecedented simplicity, security, and speed. From our intuitive Web App and Wallet to robust infrastructure like the hirevault Trading API and the hirevault Chain, we are reshaping how value flows across the internet. With a proven track record of processing billions of dollars in volume across thousands of tokens on Ethereum and dozens of other blockchains, hirevault is a trusted partner for both everyday users and institutional investors.
At hirevault, we believe that the future of finance is open, transparent, and accessible to all. Our mission is to democratize financial services by building products that are easy to use, built on open protocols, and governed by the community. We are a fast‑growing, high‑impact team that thrives on collaboration, experimentation, and continuous learning.
Why Join Hirevault?
- Impactful Work: Your role will directly influence the experience of millions of users who rely on hirevault for their daily financial activities.
- Remote Flexibility: Work from anywhere in the United States while supporting our global community during nights and weekends.
- Competitive Compensation: Earn a base hourly rate of $37–$41, with additional equity, token, and benefits packages for full‑time employees.
- Growth Opportunities: Rapid career progression, mentorship from seasoned professionals, and the chance to transition into product, engineering, or operations roles.
- Inclusive Culture: A diverse, supportive environment that values curiosity, resilience, and a passion for innovation.
Role Overview
As a Customer Support Associate – Night & Weekend Shift, you will be the first line of defense for hirevault users outside of standard Eastern Time business hours. You will triage user inquiries, resolve technical issues, and collaborate with engineering and product teams to ensure a seamless, friction‑free experience. Your work will help maintain hirevault’s reputation for reliability and customer satisfaction in the fast‑moving DeFi space.
Key Responsibilities
- Provide Tier 1 support via Zendesk email, ensuring timely, accurate, and friendly responses to user inquiries.
- Act as an advocate and onboarding specialist, guiding new users through hirevault’s Web App, Wallet, and API services.
- Communicate effectively with support, engineering, and product teams to flag incidents, request escalations, and share user feedback.
- Serve as the first touchpoint for all user issues, maintaining adherence to Service Level Agreements (SLAs) and quality metrics.
- Synthesize insights from user interactions and surface critical issues to the Engineering team for rapid resolution.
- Diagnose and resolve non‑complex technical problems, escalating more complex cases to the appropriate specialists while following up to ensure closure.
- Act as the voice of the customer, providing actionable feedback to Product and Engineering to drive continuous improvement.
- Maintain accurate, detailed records of customer interactions and communications in Zendesk and internal knowledge bases.
- Contribute to the ongoing enhancement of support processes, documentation, and self‑service resources.
Essential Qualifications
- Experience in customer support, help desk, or a similar role within a high‑growth, technology‑driven environment (preferred but not mandatory).
- Exceptional written and verbal communication skills, with the ability to distill complex technical concepts into clear, concise language.
- Strong problem‑solving mindset: capable of troubleshooting end‑to‑end issues while minimizing hand‑offs.
- Customer‑centric attitude: pride in turning challenging situations into positive outcomes and 5‑star reviews.
- Proficiency with Zendesk (or similar ticketing systems) and basic knowledge of CRM best practices.
- Self‑motivated, organized, and able to manage multiple priorities in a fast‑paced environment.
- Availability to work nights and weekends (including holidays) in the U.S. time zone.
Preferred Qualifications
- Hands‑on experience with DeFi protocols, blockchain technology, and crypto wallets.
- Understanding of Ethereum, smart contracts, and cross‑chain interoperability.
- Experience troubleshooting wallet connectivity, transaction failures, and gas fee optimization.
- Familiarity with hirevault’s API documentation and developer tools.
- Knowledge of regulatory compliance and security best practices in the crypto space.
- A passion for community building and a love for the “unicorn” culture that drives innovation.
Skills & Competencies
- Technical aptitude: comfortable navigating web interfaces, APIs, and blockchain explorers.
- Analytical thinking: ability to identify patterns, root causes, and systemic issues from user data.
- Collaboration: strong interpersonal skills to work cross‑functionally with engineering, product, and marketing.
- Adaptability: thrive in a dynamic environment where priorities shift rapidly.
- Time management: prioritize tickets, meet SLAs, and maintain high productivity during off‑peak hours.
- Empathy: understand user frustrations and respond with patience, clarity, and professionalism.
Career Growth & Learning Opportunities
At hirevault, we invest in our people. As a Customer Support Associate, you will:
- Participate in regular training sessions on DeFi fundamentals, blockchain security, and hirevault product updates.
- Attend cross‑team workshops to gain exposure to engineering, product management, and data analytics.
- Receive mentorship from senior support leaders and product managers.
- Earn certifications in customer service excellence and technical troubleshooting.
- Explore lateral moves into Product Support, Technical Support Engineer, or Community Management roles.
Work Environment & Culture
Our culture is built on transparency, collaboration, and a shared commitment to innovation. You’ll join a distributed team that values:
- Open communication: regular all‑hands meetings, Slack channels, and virtual coffee breaks.
- Continuous improvement: a culture of feedback, retrospectives, and data‑driven decision making.
- Work‑life balance: flexible scheduling, generous paid time off, and a focus on mental health.
- Diversity & inclusion: a welcoming environment for people of all backgrounds, identities, and perspectives.
- Community impact: opportunities to contribute to open‑source projects and industry standards.
Compensation & Benefits
We offer a competitive total rewards package that includes:
- Base hourly rate of $37–$41, commensurate with experience and performance.
- Equity and token allocations for full‑time employees, aligned with hirevault’s growth trajectory.
- Health, dental, and vision insurance (for employees and eligible dependents).
- 401(k) matching and retirement planning resources.
- Paid time off, sick leave, and flexible holiday scheduling.
- Professional development budget for courses, conferences, and certifications.
- Access to wellness programs, mental health resources, and employee assistance programs.
How to Apply
Ready to join hirevault and help shape the future of decentralized finance? Click the link below to submit your application and become part of a team that values curiosity, resilience, and customer obsession.
We look forward to learning how your passion for customer support and DeFi can help us deliver world‑class experiences to our global community.
Apply for this job