Customer Solutions Specialist - Remote Role in Crypto Analytics

About the Role

We are looking for a Customer Solutions Specialist to join our team at Dune, a leading multi-chain analytics platform in the crypto space. This remote role is perfect for candidates based in the US East Coast (EST) or Europe West (GMT or CEST). As a Customer Solutions Specialist, you will provide world-class technical assistance and support to Dune’s paid users and customers. This position offers a unique opportunity to work in a fast-paced environment, managing a high volume of inquiries across multiple channels.

What You'll Do

• 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 teams 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.
• Build automation workflows that proactively address recurring customer issues, enhancing the overall support experience at scale.

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 Have

• 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.

What We Offer

• A competitive salary and equity package, both in the 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 with flexible working hours; you structure your own day.
• 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, with 16 weeks for primary and 6 weeks for secondary caregivers, fully paid.
• Quarterly offsites in various exciting locations to connect, work together, and have fun.
• An allowance for your at-home setup, to ensure you are happy, comfortable, and productive.

Join us at Dune and be part of a team that is dedicated to making crypto data accessible and empowering users to navigate the on-chain world. If you are excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.