Customer Experience Team Lead, Blockchain.com
+ Equity
Cryptocurrency exchange & financial services firm
Open for applications
Cryptocurrency exchange & financial services firm
501-1000 employees
Open for applications
+ Equity
501-1000 employees
Company mission
Blockchain.com's mission is to build the future of the financial system, and to change it for the better.
Role
Who you are
- 5+ years of support experience, 2+ years in a leadership role, preferably in crypto or Web3
- Strong customer-first mindset, with an ability to decipher and trend customer needs
- Results-oriented mindset with a focus on holding team members accountable for job performance and achieving KPIs and SLAs
- Experienced collaborating with cross-functional partners including Product, Engineering, Finance, and Compliance, to build deliverables and resolve customer issues
- Data-minded, comfortable using data for informed decision-making
- Superior knowledge of support tools; Zendesk experience is a plus
- Ability to lead group “root cause” problem-solving activities and rapidly develop countermeasures
- Ability to understand complex systems and distill into clear operational processes
- Drives impact while prioritizing and balancing competing needs
- Clear, concise, and practical communication skills in English
- Solution-oriented with a positive mindset
- Strong desire to take initiative; you thrive on change and are comfortable with ambiguity and fast-paced environments
- Able to work a flexible schedule occasionally, including weekday, weekend, and/or holiday hours
What the job involves
- We’re seeking a team lead for our Customer Experience (CX) team to help us provide best-in-class support for Blockchain.com customers
- Reporting to the VP Customer Experience, you’ll be responsible for managing a team of high performing agents while ensuring the seamless operation of Blockchain.com’s day-to-day support needs and fostering cross-functional collaboration to implement initiatives that elevate processes, refine service delivery, and contribute to the overarching goals of the CX team
- The role requires a sophisticated understanding of customer-centric methodologies, a strategic mindset for process improvement, and the ability to communicate effectively with both the CX team and leadership
- As a crucial liaison between frontline support and upper management, the Customer Experience Team Lead will contribute significantly to the realization of Blockchain.com’s vision for exceptional customer interactions and satisfaction
- Manage Blockchain.com’s technical support team for prompt, accurate and empathetic customer responses
- Support and coach your team through team meetings, regular 1:1s, and continuous feedback
- Ensure team adherence to quality standards, organizational SLAs and KPIs
- Monitor and enhance customer satisfaction, identifying improvement opportunities and driving changes to enhance existing processes
- Create and analyze reports on team performance, customer trends, and productivity metrics; communicate insights/recommendations to appropriate stakeholders for improvement
- Lead cross-functional projects focusing on process development, quality assurance and scalability
- Establish a streamlined interaction system between first and second lines of support
- Define and update team strategy with OKRs, health metrics, and SLAs, using data for actionable insights
- Serve as the escalation point for complex customer issues, collaborating with the technical teams to analyze root cause analysis and determine resolution paths
- Partner with CS Operations to maintain support tools and optimize support delivery
- Strategize talent acquisition and retention, aligning with organizational growth needs
- Collaborate frequently with Product and Engineering teams, providing insights and customer feedback to drive engagement strategies and product improvements
- Stay updated on our products and services, as well as the latest developments in crypto
Salary benchmarks
Otta's take
Xav Kearney
CTO of Otta
Blockchain.com was founded in 2011 with the aim of making Bitcoin more compelling and efficient for consumers. It's now the world's leading provider of digital currency and distributed ledger software, with over 35 million users and $1 trillion in crypto transactions conducted on the platform.
Cryptocurrencies have become a fundamental part of both financial and cultural life. And yet, their world is often still murky and confusing to the uninitiated. Blockchain.com have been focused on bringing further exposure of digital assets to mainstream audiences. As part of this, the company partnered with the NFL team, Dallas Cowboys, which has bought with it branding, advertising, content and event opportunities.
The company has impressive funding at its back, that was raised in an otherwise turbulent time for venture capital markets. This stands to signify the attractiveness of the company to investors, which certainly bodes well for its future success.
Insights
Company
Funding (last 2 of 5 rounds)
Nov 2023
$110m
SERIES E
Mar 2021
$300m
SERIES C
Total funding: $600m
Company benefits
- Meaningful Equity
- Crypto Bonus
- HealthCare
- Paid Family Leave
- Get the equipment you need
- Unlimited Vacation
- Remote-first
- Offsites
Company values
- Be relentless: A journey into uncharted territory doesn’t come without challenges. Don’t give up. Stay in the fight. Find a way
- Build like an owner: Remember: we’re a startup, first and last. Have a bias for action. Take pride in what you ship. Raise the bar.
- Be a team player: Put teamwork and the mission above your ego. Be willing to lend a hand. Ask for help when you need it.
- Communicate with candor: Realize the best ideas are forged by fire. Challenge ideas respectfully when you disagree. See giving and getting feedback as a gift.
- Embrace an infinite mindset: Know that building the financial system of the future will take decades. Aim for long term impact over short term gains. Set audacious goals. Don’t be afraid to take risks.
Company HQ
London, UK
Articles
Founders
Peter Smith
(CEO)Peter is a 2016 World Economic Forum Technology Pioneer, and Director and Board Member at UK Finance.
Nicolas Cary
(President)Founder Commmissioner of the Blockchain Commission for Sustainable Development. Co-Founder & Chairman of the Board at skysthelimit.org.
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