Customer Support Trainer

Remote or Vancouver, BC
Dapper Labs is at an inflection point in our journey and it might be the perfect time for you to join us. Less than 6 months ago we launched NBA Top Shot on the new Flow blockchain and it is already on track to be the fastest-growing marketplace in history. Over $200 million in sales in the past 30 days and nearly 300k active users driven by organic growth. We're now profitable and ready to invest in building out the ecosystem so everyone can benefit.

We believe in an open digital future: one where people own the assets they pay for and have full transparency into the software they're using. We believe users should have the choice to leave apps without leaving the underlying network, and that the users and developers that constitute a network should benefit directly from the value they're helping create. Crypto, or blockchain, is the technology that enables this future. Blockchains are public computers that anyone can access, everyone can trust, and no-one can block or take down. Currencies and collectibles are only scratching the surface of what's possible.

We are looking for a startup-minded Customer Support Trainer to join the mighty and growing Customer Support team to better enable us to support users across all our products.
What we'll accomplish together:
  • Given our global audience, you must be comfortable with the idea of a flexible schedule to ensure our community is properly served. Namely, this includes working some weekends and holidays on a rotating basis.
  • With your expert knowledge of both traditional customer service and community engagement, we will build trainings and materials for our Dapper Labs customer support team.
  • You will provide initial and ongoing trainings to include processes, tool updates, and product features. 
  • We will work to establish a quality assurance process to ensure SLAs are met by agents.  
  • You will identify gaps in learning through data and contact review.
  • We are passionate about our customers, and you will be passionate about agent improvements to enable us to deliver outstanding customer support.
A bit about you:
  • Quick learner and inquisitive nature
  • 2+ years in a training or customer service lead role essential
  • Remote training experience a plus
  • Associate's or Bachelor’s degree preferred
  • Experience collaborating across various organizations to meet business needs
  • Effective written and verbal communication skills
  • Demonstrated customer service skill set
  • Ability to work in a flexible and agile work environment
  • Knowledge and understanding of online B2C support
  • Knowledge of cryptocurrency transactions a plus
  • Experienced in managing and organizing an online portal of training documents
More about Dapper Labs:

Dapper Labs is the world's first blockchain entertainment company. We are the creators of industry-leading experiences including CryptoKitties and NBA Top Shot, as well as Dapper Wallet, the simplest way to manage your assets and use the blockchain. We are also the original developers behind Flow, a new decentralized blockchain designed from the ground up for scalability and ease of use.

Our mission at Dapper Labs is to make the world a more open, empowering, and enjoyable place through consumer adoption of decentralized technologies. We have raised over $300M from leading VCs including Fred Wilson (USV) and Chris Dixon as well as Venrock, Samsung, Google Ventures, Coatue, NBA players, and global artists, among others. Dapper Labs partners include the NBA and NBPA, the NFL-PA, Ubisoft, Warner Music, Turner, Dr. Seuss, Genies, and the UFC, as well as 100+ others.

Visit our website to learn even more about Dapper Labs, including information about benefits and perks.