Customer Experience & SM Agent (crypto-trading)

3Commas

12d • Remote

About The Position

3Commas.io is a leading SaaS of cryptocurrency trading since 2017, building the leading automation platform for crypto trading and turning complex markets into simple yet powerful algorithmic strategies. Our AI-driven bots (DCA, Grid, Signal), deep integrations with TradingView, and a robust API enable traders to automate and optimize across 15+ major exchanges, including Binance, Coinbase, OKX, and Bybit. We serve a global community of individual and institutional traders and developers who rely on our security-first, reliable, and battle-tested infrastructure to run strategies 24/7.

Requirements

• Excellent written English — clear, friendly, and professional
• Prior experience with Intercom (or a comparable customer support platform like Zendesk, Freshdesk, HelpScout).
• Hands-on experience managing social media communities, especially Telegram and Discord.
• Solid knowledge of the crypto industry — exchanges, wallets, trading concepts, and common user pain points.
• Ability to stay calm, empathetic, and on-brand when handling upset or confused users.
• Self-driven, reliable, and comfortable working fully remotely across time zones.
• Willingness to cover peak periods and provide backup shifts as needed.

Nice To Haves

• Experience at a crypto exchange, trading platform, or fintech company.
• Familiarity with trading bots, DCA strategies, or automated trading.
• Additional languages (Spanish, Portuguese, Russian, Arabic, Chinese, etc.).
• Basic knowledge of analytics tools (e.g., Intercom reports, Google Sheets/Excel).

Responsibilities

• Respond to customer inquiries on Intercom during peak traffic windows and provide backup coverage for the support team including night shift over the weekend.
• Engage with our community on Telegram, Discord, X (Twitter), and other platforms—answering questions, addressing comments, and resolving issues in real time.
• Monitor social channels for customer sentiment, trending questions, and potential issues; escalate when needed.
• Collaborate closely with Support, Product, and Marketing teams to ensure consistent, accurate, and on-brand communication.
• Turn recurring questions into help center articles, macros, and FAQs.
• Represent the voice of the customer internally and the voice of 3Commas externally.
• Track KPIs (response time, CSAT, resolution rate) and continuously improve the user experience.

Benefits

• Impact at Scale Drive product innovation for a platform used by millions of traders and developers worldwide.
• Strategic Influence Shape the product roadmap and user experience alongside executive leadership.
• Culture of Growth Join a passionate, talented team where ideas are valued, and careers are accelerated.
• Global & Remote Work flexibly from Barcelona, Tallinn, Cyprus — or remotely, in sync with our distributed product and tech teams.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed