Customer Experience Strategist for Crypto Wallet
2 semanas atrás
Job Overview
We are seeking an experienced Customer Service Manager to join our team at Block Labs, a leading force in the Web3 space. This role will be responsible for leading our customer service function, responding to customer support tickets, and collaborating with internal teams to enhance our knowledge base.
About the Role
This is a key position within our growing CS team, requiring a strong leader who can improve our customer service processes, workflows, and identify user segments. The ideal candidate will have experience in building and scaling a customer service capability for tens of thousands of customers.
Key Responsibilities:
- Improve Customer Service Functionality: Refine our customer service processes, workflows, and identify user segments and their motivation to engage with our product offering.
- Customer Engagement: Continue to build a knowledge bank for frequently asked questions, liaising with our content and product team to publish educational content about our products.
- Analytics and Reporting: Maintain reporting via Intercom to keep the business up-to-date on the variety and quantity of customer support issues.
- Feedback and Improvement: Collect and analyse user feedback to identify areas for improvement, collaborate with cross-functional teams to enhance product features and usability.
Requirements:
- Proven experience in building and leading customer service functions, preferably in the crypto or fintech industry.
- Experience using Intercom would be an asset.
- Experience in creating and implementing customer service metrics and KPIs.
- Strong knowledge of blockchain technology, cryptocurrencies.
- Demonstrated leadership skills with the ability to build and motivate a team.
What We Offer:
Our salary range for this role is £60,000 - £80,000 per annum, depending on experience, plus a range of benefits including remote work options, flexible working hours, and opportunities for professional development.
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