About the company
In the new and exciting world of the decentralized internet, otherwise known as Web3, it is an individualās fundamental right to own and control their digital identity. To ensure that the individual is paramount in Web3, we are developing products and infrastructure to enable everyone to safely engage, take part, and transact in the emerging, decentralized world of the internet. Our platform centers on Web3 Identity and leverages that identity to provide individuals with secure digital asset storage and recovery, the ability to prove ownership of their creations, and gateways to digital interactions and experiences ā all to empower and benefit every Web3 user. We believe that the decentralized nature of Web3 creates an opportunity for everyone to challenge the digital status quoāto own and control their identity, data, finances, creations, and future. This is the chance to get it right ā to rally a movement of individuals so Web3 belongs to everyone, not to trillion-dollar companies. To fulfill this vision, we are seeking dynamic people who want to join us in leading the way to this new world.
Job Summary
Responsibilities include, but are not limited to:
šCustomer Service Strategy and Execution: šRefining and executing the customer service strategy, defining goals, KPIs, processes, and support and engagement plans. šDeveloping, executing, and managing a customer NPS program. Owning tool selection, setup, and management for efficient customer support (Zendesk), engagement, and reporting. šDefining messaging workflows, templates, and rules for personalized communications. šCrafting proactive messaging and responses to guide users and provide support. šCustomer Success and Relationship Management: šLeading customer success initiatives and programs for proactive relationship-building. šServing as the primary customer service representative, guiding consumers throughout their journey. šCultivating strong relationships with key consumer customers, driving value and satisfaction. šPrioritizing and overseeing issue resolution for exceptional experiences. šUnderstanding technical workflows and utilizing engagement and escalation models to inform engineering of technical issues, ensuring timely resolution and effective communication with customers. šTeam Leadership and Cross-Functional Collaboration: šGathering feedback and insights to continually optimize the customer experience and influence product enhancements. šCollaborating across departments to proactively address customer-impacting risks. šEstablishing structured communication channels for stakeholders and integrating support tools into product applications. šTracking and analyzing metrics, preparing comprehensive reports, and leading monthly customer insights and quarterly business reviews for various stakeholders. šDeveloping user documentation and defining processes for seamless team collaboration. šCultivating an efficient and cohesive customer success team when the time comes; overseeing hiring, training, and management.
WHAT YOU WILL NEED TO SUCCEED
šAs an agile self-starter, you thrive in dynamic environments and possess the drive to take ownership and accountability from day one. šYou have a proven track record of building customer success departments and support systems from scratch, either in startups or by overhauling existing systems. Your expertise in creating and executing customer service strategies for consumer audiences has driven high customer satisfaction, retention, and growth. You approach problem-solving strategically and proactively, using an analytical mindset to gather and interpret customer data for informed decision-making and strategy development. šYour strong customer relationship management and communication skills enable you to build trust and rapport with our consumers effectively. You are a key champion of BlockchainsĆ¢ĀĀ commitment to put the individual first, consistently serving as the voice of the customer.
