Provide high-quality support to paying customers using the Reown AppKit SDK, responding to a range of inquiries from technical troubleshooting to guided support through documented workflows.
Build deep expertise in Reown AppKit as the primary support responsibility, and progressively upskill to support WalletConnect Pay customers with onboarding and live support.
Manage the majority of customer inquiries through Intercom, while helping consolidate additional support channels (Slack, Telegram) into Intercom alongside the Operations and BD teams.
Escalate bugs and technical issues to engineering with clear, structured reports, and translate engineering responses into clear, customer-friendly explanations.
Act as a trusted partner to enterprise and Pro customers, advocating for the product and supporting broader customer retention goals.
Train and optimize Intercom AI to handle lower-complexity or already-documented queries, enabling the team to scale support efficiently as customer volume grows.
Track and report on support KPIs, while synthesizing customer feedback into actionable insights for product and operational improvements.
Help build and refine internal support processes, documentation, and tooling as one of the first hires in a growing support function.

Proven experience in a customer support, technical support, or developer support role, ideally supporting SaaS or developer-facing products.
Strong communication skills with the ability to translate technical concepts into clear, plain language for customers.
Experience working cross-functionally with engineering teams and writing clear bug reports or technical issue summaries.
Self-starter mentality with a track record of ownership and success in fast-moving environments.
Familiarity with developer workflows — comfortable reading documentation, understanding error messages, and navigating basic code concepts.
Solid understanding of how blockchain works — wallets, transaction signing, on-chain payments, and web3 concepts at a foundational level.
Working knowledge of React or similar frontend frameworks — enough to understand integration context and troubleshoot SDK-related issues (without needing to write code).

Nice-to-Haves

Experience supporting developer tools, SDKs, APIs, or blockchain/web3 products; experience in payments products.
Familiarity with Intercom or similar support platforms, including knowledge base management and AI automation.
Experience working with enterprise customers or managing high-touch support relationships.
Strong interest or experience in building support processes, internal tools, automations, or workflows using AI.
Familiarity with developer communities (Discord, GitHub, X) — understanding how developers communicate and seek help outside of formal support channels

Fully remote position with a budget for your home office or work environment.
Regular team offsites to incredible locations around the world.
Opportunities to travel to conferences and community events.
Generous PTO and parental leave.
Meaningful Learning & Development budget.
Competitive compensation package including salary, equity, and potentially tokens.
Healthcare coverage for US-based team members.
The chance to build at the forefront of onchain payments with one of the most recognised companies in Web3.

Customer Support Specialist

Key skills