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.

• 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.

• 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.

• 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.