Full-Time Customer Experience Operations Generalist

TL;DR: Agora.xyz seeks a highly organized, customer-oriented CX Operations Generalist to enhance customer deployment and support. Collaborate with Head of CX, product/eng/design, and sales to provide seamless solutions.

Role Summary: The Customer Experience (CX) Operations Generalist oversees the post-sale customer journey. You'll manage deployments, create customer success strategies, handle customer communication, develop/refine SOPs, maintain documentation, influence the product roadmap, analyze metrics, and meet customers quarterly at conferences.

1. Project Manage Deployments: Oversee customer onboarding and deployments.
2. Customer Success Strategies: Create and execute strategies for customer success.
3. Customer Communication: Manage customer inquiries, clarify complex topics, and ensure high-quality communication.
4. SOP Development & Refinement: Design and improve SOPs for onboarding, deployments, and customer success.
5. Documentation Maintenance: Update client-facing resources (guides and knowledge wiki).
6. Product Roadmap Influence: Collaborate with product, engineering, design, sales, and marketing.
7. Metric Analysis: Track metrics like onboarding time-to-value, customer satisfaction, and deployment timelines.
8. Customer Meetings: Participate in quarterly conferences like DevCon, ETHDenver, and Token2049.

Required Skills:

• High integrity and comfort with handling sensitive information.
• Organized and skilled at managing multiple projects.
• Clear and effective communication (customers & internal teams).
• Passion for helping customers succeed.
• Efficiency-focused and process-improvement-minded.
• Ability to combine metrics, feedback, and intuition.
• Tech-savvy (web3, blockchain, crypto, or DAOs, adaptability).
• Quick learner of technical concepts.
• Project management skills.
• Experience speaking to influential stakeholders.

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