Customer Experience Team Lead

Company Overview

Blockchain.com is a leading software platform for digital assets. We are dedicated to creating an open, accessible, and fair financial future by developing innovative software solutions.

Team Overview

At Blockchain.com, our customers are at the core of our business. The Customer Success team plays a crucial role in delivering excellent customer support and enabling our global customer base to succeed.

We are looking for a talented individual to lead our Customer Experience (CX) team. In this role, you will oversee a team of high-performing support agents, ensuring smooth operations and driving improvement initiatives. You will work closely with the VP of Customer Experience, utilizing your customer-centric mindset, strategic thinking, and effective communication skills to deliver exceptional customer interactions and satisfaction.

Responsibilities

• Manage and support the technical support team, ensuring prompt, accurate, and empathetic customer responses.
• Provide guidance and coaching to the team through meetings, 1:1 sessions, and continuous feedback.
• Ensure adherence to quality standards, SLAs, and KPIs.
• Monitor and enhance customer satisfaction by identifying improvement opportunities and implementing process changes.
• Analyze team performance, customer trends, and productivity metrics, and communicate insights and recommendations to the relevant stakeholders.
• Lead cross-functional projects focusing on process refinement, quality assurance, and scalability.
• Establish an effective interaction system between the frontline and second lines of support.
• Develop and update team strategies, using OKRs, health metrics, and SLAs to drive actionable insights.
• Handle complex customer issues as an escalation point, collaborating with technical teams to identify root causes and find resolutions.
• Work with CS Operations to optimize support tools and delivery.
• Strategize talent acquisition and retention to support organizational growth.
• Collaborate regularly with Product and Engineering teams, sharing insights and customer feedback to drive engagement and product improvements.
• Stay informed about our products, services, and the latest developments in the crypto industry.

Requirements

• 5+ years of support experience, with at least 2 years in a leadership role, preferably in crypto or Web3.
• Customer-first mindset with the ability to understand and anticipate customer needs.
• Results-oriented approach focused on holding team members accountable and achieving KPIs and SLAs.
• Experience collaborating with cross-functional partners to resolve customer issues and deliver results.
• Strong analytical skills and the ability to make data-driven decisions.
• Proficiency in support tools, preferably Zendesk.
• Skilled in leading problem-solving activities and developing effective operational processes.
• Ability to grasp complex systems and translate them into clear processes.
• Proactive and adaptable, comfortable with change and fast-paced environments.
• Excellent communication skills in English, with clear and practical communication abilities.
• Solution-oriented mindset with a positive outlook.
• Flexible schedule, including potential work on weekdays, weekends, or holidays.

Compensation and Perks

• Opportunity to build your career at a rapidly growing global technology company in an emerging field.
• Bonus scheme based on company and individual performance.
• Unlimited vacation policy for work-life balance.
• Apple equipment provided.
• Competitive salary starting at 33,000 EUR - 50,000 EUR Gross per year, depending on skills and experience.
• Hybrid role based in our Vilnius office.
• Work from Anywhere Policies.

Blockchain.com is an equal opportunity employer committed to diversity and inclusion in the workplace. We do not tolerate any form of discrimination or harassment based on race, religion, color, nationality, gender, gender expression, sexual orientation, age, marital status, veteran status, disability status, or any other protected characteristic. Our hiring decisions are based on qualifications and business needs.