Customer Experience & SM Agent (crypto-trading)

3Commas.io is a leading SaaS of cryptocurrency trading since 2017, building the leading automation platform for crypto trading and turning complex markets into simple yet powerful algorithmic strategies.

Our AI-driven bots (DCA, Grid, Signal), deep integrations with TradingView, and a robust API enable traders to automate and optimize across 15+ major exchanges, including Binance, Coinbase, OKX, and Bybit. We serve a global community of individual and institutional traders and developers who rely on our security-first, reliable, and battle-tested infrastructure to run strategies 24/7.

What You'll Do

• Respond to customer inquiries on Intercom during peak traffic windows and provide backup coverage for the support team including night shift over the weekend.

• Engage with our community on Telegram, Discord, X (Twitter), and other platforms—answering questions, addressing comments, and resolving issues in real time.

• Monitor social channels for customer sentiment, trending questions, and potential issues; escalate when needed.

• Collaborate closely with Support, Product, and Marketing teams to ensure consistent, accurate, and on-brand communication.

• Turn recurring questions into help center articles, macros, and FAQs.

• Represent the voice of the customer internally and the voice of 3Commas externally.

• Track KPIs (response time, CSAT, resolution rate) and continuously improve the user experience.

Must-Have Qualifications

• Excellent written English — clear, friendly, and professional

• Prior experience with Intercom (or a comparable customer support platform like Zendesk, Freshdesk, HelpScout).

• Hands-on experience managing social media communities, especially Telegram and Discord.

• Solid knowledge of the crypto industry — exchanges, wallets, trading concepts, and common user pain points.

• Ability to stay calm, empathetic, and on-brand when handling upset or confused users.

• Self-driven, reliable, and comfortable working fully remotely across time zones.

• Willingness to cover peak periods and provide backup shifts as needed.

Nice to Have

• Experience at a crypto exchange, trading platform, or fintech company.

• Familiarity with trading bots, DCA strategies, or automated trading.

• Additional languages (Spanish, Portuguese, Russian, Arabic, Chinese, etc.).

• Basic knowledge of analytics tools (e.g., Intercom reports, Google Sheets/Excel).
  
  Why Join 3Commas.io?

🔧 Impact at Scale

Drive product innovation for a platform used by millions of traders and developers worldwide.

🧭 Strategic Influence

Shape the product roadmap and user experience alongside executive leadership.

🧠 Culture of Growth

Join a passionate, talented team where ideas are valued, and careers are accelerated.

🌍 Global & Remote

Work flexibly from Barcelona, Tallinn, Cyprus — or remotely, in sync with our distributed product and tech teams.

Equal Opportunity Statement

3Commas.io is proud to be an equal opportunity employer. We believe diversity fuels innovation and welcomes applications from individuals of all backgrounds, identities, and experiences — regardless of race, gender, age, religion, disability, or sexual orientation.