Community Support Associate

About the Role

Orca is expanding into new product verticals, bringing a new class of regulated assets on-chain with the compliance infrastructure and liquidity primitives to make them actually work. Our ambition reaches beyond becoming the leading provider of financial primitives in crypto—we aim to reshape the foundation of finance itself. If you are someone who is tired of just working another job and wants to build something meaningful, then we invite you to join our team. Orca is seeking a proactive and dedicated individual to join our Community Support Team. In this role, you will be the first point of contact for Orca s users, providing timely support, troubleshooting issues, and fostering a positive environment across our community platforms. This position is integral to ensuring user satisfaction, engagement, and the seamless operation of Orca s ecosystem. What You ll do Respond promptly to user inquiries via social channels (Currently Discord) and ticketing systems (MetaCRM). Troubleshoot user issues, provide detailed and advanced technical support, and escalate out-of-scope problems to appropriate internal teams. Identify critical issues impacting business continuity or security and escalate rapidly. Identify and support VIP users with white-glove service. Funnel partnership and business development inquiries to relevant departments (BD, Marketing, Developer Advocates). Participate in community moderation, ensuring compliance with community guidelines and fostering a safe environment in line with Orca s core values. Assist in user onboarding and education through the creation of guides, FAQs, workshops, and participation in webinars and AMAs. Gather user feedback and insights to contribute to continuous product and service improvements. Monitor trends within the wider crypto ecosystem and report relevant developments to the Orca team. Collaborate with the Community Support, Marketing, and Product teams to address known and emerging community needs, and planning and im...