Our mission is to bring web3 to a billion people, by providing builders with the tools they need to build exceptional onchain products. Alchemy is the only complete developer platform that offers the powerful APIs, SDKs, and tools necessary to build and scale onchain apps and rollups.
Our infrastructure powers 70% of the top web3 teams, 90%+ of web2 companies building in web3 and 100+ million end users. Our customers include top web3 brands like Polymarket, OpenSea, Circle, WorldCoin, as well as major global brands like Shopify and Adobe.The Alchemy team draws from decades of deep expertise in massively scalable infrastructure, AI, and blockchain from leadership roles at leading companies and universities like Google, Microsoft, Facebook, Stanford, and MIT.We're backed by the world's leading VCs and institutions, including: Lightspeed, Silver Lake, a16z, Coatue, Pantera, Addition, Stanford University, Coinbase, and Charles Schwab, among others.
The Role
The Customer Experience Advocate is the first point of engagement for the entire Alchemy community in our most critical channels — mostly Discord and online community platforms like Twitter. You’ll be our eyes and ears on the ground learning about customer needs to inform our product roadmap, working with the Customer Engineering team and other parts of the company to ensure our product continues to meet our customers needs, and making certain the developer voice is represented inside the company.
You will ensure prompt and effective resolution of questions, problems, and requests.In a nutshell, this role is perfect for someone with a technical background who understands the needs of developers, wants to foster and engaged and mutually helpful community, and wants to learn multiple sides of Alchemy’s business. The majority of the time will be spent meeting and talking with customers, helping them solve their needs, debug technical issues, and sharing insights with colleagues across the business.
Responsibilities:
- Answer customer questions for our growth and free tier users on discord. Tackle and troubleshoot questions related to
- Billing and Accounts
- Alchemy APIs, SDK and core RPC services
- our tutorials and docs
- Onboard and familiarize new users in our discord
- Look at user's code and provide feedback or help debug issues
- Obsess over customer experience
- Consistently find ways to improve discord experience
- Identifying and relaying customer feedback to relevant teams
- Documentation team for Doc updates
- Product teams and Devrels for Product feedback
- Building close relationships and trust with consumers through open and interactive communication
What We're Looking For:
- Computer science degree or software engineering experience
- 1+ years of experience in customer support or working closely with customers
- Excellent communication and presentation skills
- Good knowledge of technical concepts including knowing how to program in at least 1 programming language
- Ability to multi-task, prioritize, and manage time effectively
- Ability to learn things quickly
- Interest in technology, blockchain, crypto
- Experience with blockchain a large plus
- Founded a company or built side projects, a plus
