Customer Experience & Social Media Agent — Crypto Trading / Support

3Commas is a SaaS platform focused on crypto trading automation, providing tools such as DCA bots, grid strategies, and integrations with platforms like TradingView and major exchanges. The company operates globally with a remote-first structure, supporting traders and developers using automated strategies across multiple exchanges.

This full-time, remote role sits within the Customer Experience function, working across distributed teams and time zones. It involves handling real-time user interactions across Intercom, Telegram, Discord, and social platforms while supporting product and support workflows.

The position focuses on maintaining consistent communication, resolving user issues, and improving experience quality through structured feedback loops — aligned with expectations in remote web3 jobs and customer-facing crypto platforms.

🔹 Responsibilities

• Respond to customer inquiries via Intercom during high-traffic periods and provide backup support coverage, including weekend night shifts
• Engage with users across Telegram, Discord, X (Twitter), and other social platforms to answer questions and resolve issues in real time
• Monitor social channels for trends, sentiment, and emerging issues, escalating where necessary
• Collaborate with Support, Product, and Marketing teams to ensure consistent and accurate communication
• Convert recurring queries into help center documentation, FAQs, and response macros
• Represent customer feedback internally and communicate company messaging externally
• Track and improve key metrics such as response time, CSAT, and resolution rates

🔹 Requirements

• Strong written English communication skills with a clear and professional tone
• Experience using Intercom or similar customer support tools such as Zendesk, Freshdesk, or HelpScout
• Hands-on experience managing communities on Telegram and Discord
• Working knowledge of crypto ecosystems including exchanges, wallets, and trading workflows
• Ability to handle user issues calmly and empathetically while maintaining brand tone
• Comfortable working remotely across time zones with flexible scheduling
• Willingness to support peak hours and provide backup shift coverage

Nice to Have

• Experience working in a crypto exchange, trading platform, or fintech environment
• Familiarity with trading bots, DCA strategies, or automated trading systems
• Additional language proficiency (Spanish, Portuguese, Russian, Arabic, Chinese, etc.)
• Basic experience with analytics tools such as Intercom reporting or spreadsheets

🔹 Compensation & Benefits

• Compensation not specified
• Full-time employment
• Remote work flexibility across multiple European locations

Trying to break into roles like this?
Start here →Home | ArtofBlockchain Real threads, real hiring signals, real outcomes.