Snr Customer Success Analyst (with DeFi/Crypto)

What is Decentralized Masters?Decentralized Masters is an educational platform that teaches retail customers how to leverage the new world of Decentralized Finance to preserve and grow their capital. We give people the weapons to take back control over their financial future. By leveraging DeFi, we allow them to multiply their capital before it's eaten by inflation and thrive in these uncertain times. We train customers with no prior crypto experience to become DeFi Masters with our custom made videos, live sessions, 1on1s with mentors, proprietary tools, research reports from our analysts and more. We want to create the biggest DeFi ecosystem that exists. The first step is to invade the market by creating the go-to DeFi educational platform.Decentralized Masters has now grown to 80+ full-time employees in early 2024 and will end the year at 120+ full-time employees. Its record-breaking growth is being noticed across continents, with a potential unicorn status in the next couple of years. It is a bootstrapped & profitable company targeting $50m in revenue in 2024. Check us out here:https://www.decen-masters.com/https://www.trustpilot.com/review/decentralizedmasters.comhttps://www.entrepreneur.com/en-au/news-and-trends/meet-the-masterminds-how-a-cfa-level-iii-and-mathematical/466816 What will you be doing?Members SuccessTake responsibility for the success of 200 students per month through cohort teaching models on the following KPIs:Methodically educate customers on our platform by answering questions via email, text or in Q&A sections in Circle and explaining complex crypto concepts in a simplistic mannerMake sure your assigned customers have been communicated with no longer than 14 daysConduct Weekly Analysis of SMS and Email Response RatesContinuously follow up with customers to ensure success, keeping the end goal in mindHelp customers setup LedgersCo-lead Q&A Live Sessions for Accelerator customersActively promote the company culture and customer obsession by answering questions, commenting on posts, helping with requests while maintaining a friendly and professional demeanor Mentoring and EducationBecome a rockstar in the DeFi Accelerator communityMonitor Community chat of DeFi Accelerator communityManage Accelerator community, curate the circle channels, the support emailAttend the Accelerator Q&A and Live Step Sessions for potential backups when neededTake 1on1 calls with customers to help them learn and succeed in DeFi ResearchUse various tools to track, communicate and gain valuable statistics for department needsShare your knowledge of DeFi, DeFi products, crypto communities, and knowledge of decentralized finance productsConduct research for various crypto trends and projects and present it in easy to read, ELI5 way Other KeysEnsure support for each members needs (requests, answer questions, take action)Improve the customer journey and delivery (tweak the process)Actively participate and add value in team and company meetingsBuild tech tools that improve our product value, and help customers in attaining their goalsFlesh out the workflow process, adding improvements within each step of the way