Responsibilities:
- Strategic Leadership: Develop and execute a comprehensive customer support strategy that aligns with our overall business objectives and enhances the user experience.
- Team Development: Lead, mentor, and grow a high-performing global customer support team, ensuring they have the necessary tools, training, and motivation to succeed.
- Customer Experience Management: Oversee all aspects of customer interactions, ensuring that the support provided is timely, accurate, and helpful.
- Problem Resolution: Establish efficient processes for handling customer inquiries, complaints, and issues, ensuring they are resolved swiftly and to the customer's satisfaction.
- Data-Driven Improvement: Analyze customer support metrics and feedback to identify trends and areas for improvement, implementing changes to enhance service quality.
- Collaboration: Work closely with Product, Engineering, and Marketing teams to relay customer insights and influence product development and user experience enhancements.
Qualifications:
- Deep understanding of cryptocurrency markets, blockchain technology, and related products/services.
- Extensive experience in customer support or customer success, with a proven track record in a leadership role, with the ability to inspire and motivate teams.
- Strong analytical and problem-solving abilities, with a focus on delivering results.
- Exceptional communication and interpersonal skills, with the ability to interact effectively with diverse stakeholders
