What are the responsibilities and job description for the Customer Experience (CX) Operations Generalist position at Agora?
TL;DR : Agora.xyz is seeking a highly organized, customer-oriented CX Operations Generalist to drive our customer deployment and support experience. You'll work closely with our Head of CX, product / eng / design, and founder-led sales team to ensure our clients-from industry-leading DAOs to emerging projects-receive seamless and timely solutions. This role is remote and best suited for someone who thrives in a fast-paced startup, excels in project management, and is excited to help shape the future of decentralized governance.
Also, here's a 2-minute video from the hiring manager.
About Agora
Agora is reimagining governance for DAOs, helping the world's leading decentralized organizations like Optimism, ENS, and Uniswap run smoothly and make impactful decisions at scale. We provide governance tools and a platform that enable DAOs to streamline operations, propose and fund initiatives, and engage as a community.
But that's not where we stop. Our goal is to build deep collaboration tools for people who couldn't care less about crypto so that one day (soon), your friends back home are using Agora without ever knowing we're on Ethereum.
We're building something that the best in crypto know is valuable, and financially, Agora is as healthy as early-stage startups get. We're not profitable because we're continuing to grow and reinvest in the company, but we have strong revenue and have raised funding from the world's best crypto investors.
This is all enabled by our talented team of ~15 from all across the world. Our founders (Charlie, Yitong, and Kent) have collectively co-founded a Canadian unicorn (Charlie); designed essential products at Coinbase (Yitong); and led tech, growth, marketing, product, at several of Canada's top startups (Kent). Yitong is a prominent voice in the crypto community, having contributed to numerous crypto initiatives over several years.
About the Role
The Customer Experience (CX) Operations Generalist will be responsible for overseeing the customer journey after the sale, enabling our customers to implement our platform as smoothly as possible, and ensuring that customers have an exceptional experience with Agora's governance solutions. This role combines project management, process optimization, customer support, and influencing our product roadmap to achieve smooth launches and the best possible governance for our customers' communities.
You will work closely with our Head of CX, product, eng, and design, and act as the operational backbone for all things implementation & customer success, driving best practices and improving our overall CX operations.
What you'll be doing :
- Project Manage Deployments : Oversee the customer onboarding and deployment processes, coordinating between customers and internal teams to ensure timelines are met and issues are swiftly resolved.
- Creating and Executing Customer Success Strategies : Work together with the Head of CX to create strategies to set each customer up for success, and then executing against these strategies.
- Customer Communication : Serve as the main point of contact for customers, managing inquiries, clarifying complex topics, and ensuring consistent, high-quality communication.
- Develop & Refine SOPs : Design and improve standard operating procedures for onboarding, deployments, and customer success as the 2nd person on the CX team.
- Maintain Documentation : Own and update client-facing resources and documentation, including our onboarding guides and knowledge wiki to ensure customers have access to helpful, self-serve resources.
- Influence the product roadmap & collaborate cross-functionally : Work with product, engineering, design, sales, and marketing to gather feedback, address issues, and deliver improvements based on customer input.
- Design, Analyze, & Report on Metrics : Track metrics like onboarding time-to-value, customer success metrics like customer satisfaction and delegate engagement, and own deployment timelines, using insights to suggest and implement improvements.
- Meeting Customers : Approximately quarterly at major conferences like DevCon, ETHDenver, Token2049
What we're looking for :
Why you might be excited about Agora & this role :
Why you might not be excited about us :
Additional details
Please note this role is only open to candidates that are legally authorized to work where they reside. Due to the remote nature of the role, Agora does not currently sponsor candidates for visas or work authorizations / permits and does not currently support the transfer of visas or work authorizations / permits from prior employers to Agora.
Compensation
This role comes with a competitive salary, stock options, you can take any PTO you need, anytime you need, and employee benefits including healthcare.
Location
Agora is a remote, distributed team. This role is totally remote but will require occasional travel for IRL meetings and events. (We typically meet as a team at least 2x a year for ~3-5 days, and this role will also attend conferences (~3 / yr) to meet with customers. The right candidate should be excited about this!)
We are excited about candidates globally; however, please note that our team works during U.S. friendly working hours.
Equal Opportunity Employer
Agora is an equal opportunity employer dedicated to building an inclusive and diverse workforce. All employment is decided on the basis of qualifications, merit, and business need. We strongly encourage applications who are members of underrepresented communities to apply.
LI-Remote
