Customer Support Specialist

Dune

17h•Remote

About The Position

We are seeking a Customer Solutions Specialist to provide world-class technical assistance and support to Dune’s paid users and customers. This is a fast-paced role where you’ll manage a high volume of inquiries across multiple channels, requiring a calm and structured approach to problem-solving. The ideal candidate has strong customer empathy, a natural curiosity to investigate issues, and thrives in a challenging, dynamic environment. This is a remote role for candidates based in the US East Coast (EST) or Europe West (GMT or CEST). Applications from other time zones will not be considered.

Requirements

2+ years of experience in customer support, technical support, or similar roles.
Experience with crypto data, ideally with hands-on use of Dune.
Familiarity with SQL or basic data querying to help diagnose user issues firsthand.
A proven ability to stay organized and thrive under pressure in a fast-paced, multi-channel support environment.
Strong investigative skills and a problem-solving mindset, with the curiosity to dive into technical issues.
Excellent communication skills, with an empathetic approach to helping users navigate challenges.
Based in the US East Coast (EST) or Europe West (GMT or CEST).

Nice To Haves

Have previously built dashboards on Dune.
Hands-on experience with support automation tools such as Zapier, Pylon, or AI-assisted triage using tools like Claude.
Experience in a startup or high-growth environment where processes are still being built.
Worked with data warehouses, specifically BigQuery, Databricks, or Snowflake.

Responsibilities

Troubleshoot and resolve technical issues for paid users across high-traffic support channels (Slack, Telegram, Zendesk).
Stay curious and proactive, digging deep into complex customer issues to identify root causes and drive resolutions.
Collaborate with Product and Engineering to escalate problems and ensure user needs are addressed effectively.
Develop and refine support documentation, FAQs, and user guides to empower users and streamline support.
Built automation workflows that proactively address recurring customer issues, enhancing the overall support experience at scale.

Benefits

A competitive salary and equity package 🚀. Both salary and equity is top 25% of companies in the space
Our employee equity scheme has world-class employee-friendly terms with a heavily discounted strike price (~90%) and a 10-year exercise window
5 weeks PTO + local public holidays (that can be swapped to suit you) 🏖
A fully remote-first approach 🧑‍💻 within a distributed team with flexible working hours; you structure your own day
Say goodbye to meeting overload! We believe in a healthy mix of async and sync work, so you can focus on what truly matters—no more wasted time on endless meetings!
Good health is important, so we offer private medical insurance, dental & vision as standard 🩺
We believe in paid parental leave 👶 to help you celebrate this important milestone, transition to your new life, and bond with your new baby. We offer 16 weeks to primary and 6 weeks to secondary caregivers, fully paid. Plus a 2-week part-time phased return at full pay to help you get used to your new (and slightly more complex!) schedule
Quarterly offsites in various exciting locations as a company or team to connect, work together and have fun (so far in Tuscany 🇮🇹 Berlin 🇩🇪 Austria 🇦🇹 and Athens 🇬🇷).
On top of this 👆each person gets a yearly travel allowance to connect and co-work with someone or a team of people for a few days.
An allowance for your at-home setup, to ensure you are happy, comfortable and productive. If you prefer a local co-working space, we’ll pay for your desk.
Work with some of the best people you’ll ever get to meet!
And of course, you get some awesome Dune swag! ✌️😎