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Ayni Gold is looking for a Support Manager to handle customer inquiries and improve user experience in a growing Web3 project focused on gold mining and blockchain technology.
Ayni Gold is an international Web3 project that combines gold mining and blockchain technologies. Users gain access to the gold mining economy through the tokenization of capacities and staking with real payouts in PaxG. The project is currently in an active growth phase: scaling the product, launching a mobile application, and expanding the retail funnel.
• Handle incoming customer inquiries (chat, email, sometimes voice) in Intercom and other channels
• Escalate complex cases to the product or technical team via Slack
• Maintain and update the knowledge base (FAQ, response macros)
• Collect and relay user feedback to the product team
• Work on a shift schedule (day and night shifts with regular rotation)
• English language: at least B2 level (confident written and spoken)
• Experience in customer support (preferably in digital / SaaS / IT)
• Practical experience with Intercom
• Proficient in Slack and Google Workspace (Docs, Sheets, Gmail)
• Willingness to work on a shift schedule, including night shifts
• Self-organization and responsibility in remote work
• Experience in Web3 / DeFi / on-chain
• Understanding of on-chain transactions and blockchain explorers.
• Work in a fast-growing Web3 project
• Opportunity to influence the product
• Fast decision-making cycle and absence of bureaucracy
• Competitive fixed salary
• Review based on performance
• Payments in cryptocurrency
• Remote work, full-time
• Direct reporting to the Head of Support