Customer Experience (CX) Operations Generalist

Feb 18, 2025 update: We've hired one person for the role, but are growing quickly, so are likely hiring another soon (~1 mo). I'm sorry if I haven't gotten back to you; there have been 1700 applicants for the role and it's been a challenge to manage this hiring process, to say the least. If you continued to be interested and are a strong candidate, please don't hesitate to drop me a message at [the head of CX's first name]@voteagora.com.

TL;DR: Agora.xyz is seeking a highly organized, customer-oriented CX Operations Generalist to drive our customer deployment and support experience. You'll work closely with our Head of CX, product/eng/design, and founder-led sales team to ensure our clients—from industry-leading DAOs to emerging projects—receive seamless and timely solutions. This role is remote and best suited for someone who thrives in a fast-paced startup, excels in project management, and is excited to help shape the future of decentralized governance.

Also, here's a 2-minute video from the hiring manager.

About Agora

Agora is reimagining governance for DAOs, helping the world’s leading decentralized organizations like Optimism, ENS, and Uniswap run smoothly and make impactful decisions at scale. We provide governance tools and a platform that enable DAOs to streamline operations, propose and fund initiatives, and engage as a community.

But that’s not where we stop. Our goal is to build deep collaboration tools for people who couldn’t care less about crypto so that one day (soon), your friends back home are using Agora without ever knowing we’re on Ethereum.

We’re building something that the best in crypto know is valuable, and financially, Agora is as healthy as early-stage startups get. We’re not profitable because we’re continuing to grow and reinvest in the company, but we have strong revenue and have raised funding from the world’s best crypto investors.

This is all enabled by our talented team of ~15+ from all across the world. Our founders (Charlie, Yitong, and Kent) have collectively co-founded a Canadian unicorn (Charlie); designed essential products at Coinbase (Yitong); and led tech, growth, marketing, product, at several of Canada’s top startups (Kent). Yitong is a prominent voice in the crypto community, having contributed to numerous crypto initiatives over several years.

About the Role

The Customer Experience (CX) Operations Generalist will be responsible for overseeing the customer journey after the sale, enabling our customers to implement our platform as smoothly as possible, and ensuring that customers have an exceptional experience with Agora’s governance solutions. This role combines project management, process optimization, customer support, and influencing our product roadmap to achieve smooth launches and the best possible governance for our customers’ communities.

You will work closely with our Head of CX, product, eng, and design, and act as the operational backbone for all things implementation & customer success, driving best practices and improving our overall CX operations.

What you'll be doing:

• Project Manage Deployments: Oversee the customer onboarding and deployment processes, coordinating between customers and internal teams to ensure timelines are met and issues are swiftly resolved.

• Creating and Executing Customer Success Strategies: Work together with the Head of CX to create strategies to set each customer up for success, and then executing against these strategies.

• Customer Communication: Serve as the main point of contact for customers, managing i