Customer Experience Team Lead
About the Company
Known for being a prominent software platform for digital assets, Blockchain is committed to creating an open and fair financial future by developing innovative solutions one step at a time. At Blockchain.com, customer satisfaction is our core objective. The Customer Success team plays a crucial role in offering exceptional support to our expanding customer base across the globe.
Role Overview
We are in search of a dedicated team leader to oversee our Customer Experience (CX) team and ensure exemplary customer assistance at Blockchain.com. Reporting directly to the VP of Customer Experience, you will manage a team of efficient agents, guaranteeing the smooth functioning of day-to-day support operations and driving collaborative efforts to introduce initiatives that enhance processes and service delivery. This role demands a deep understanding of customer-centric methodologies, a strategic approach to process enhancement, and effective communication with both the CX team and leadership. Serving as a vital link between frontline support and senior management, the Customer Experience Team Lead will significantly contribute to materializing Blockchain.com's vision of exceptional customer interactions and satisfaction.
Key Responsibilities
- Supervise Blockchain.com’s technical support team to provide timely, accurate, and empathetic customer responses
- Support and guide team members through regular one-on-one meetings, team gatherings, and continuous feedback sessions
- Ensure team compliance with quality standards, organizational SLAs, and KPIs
- Review and enhance customer satisfaction levels, pinpoint improvement opportunities, and drive changes to refine existing processes
- Generate and examine reports on team performance, customer behavior trends, and productivity metrics; share insights and recommendations with relevant stakeholders for advancement
- Direct cross-functional projects focused on process refinement, quality assurance, and scalability
- Implement a streamlined communication system between primary and secondary layers of support
- Develop and update team strategies with OKRs, health metrics, and SLAs utilizing data for actionable insights
- Act as the escalation point for intricate customer concerns, collaborating with technical departments to conduct root cause analysis and devise resolution pathways
- Collaborate with CS Operations to maintain support tools and enhance support services delivery
- Strategically plan talent acquisition and retention, aligning with organizational expansion requirements
- Engage regularly with Product and Engineering teams, offering insights and incorporating customer feedback to boost engagement strategies and product enhancements
- Stay informed about our products, services, and even the latest trends in the crypto industry
Required Qualifications and Skills
- 5+ years of support experience, including at least 2 years in a leadership position, preferably in the crypto or Web3 sector
- Possess a strong customer-centric approach with the ability to recognize and analyze customer requirements
- Result-oriented mindset with a focus on ensuring team members meet performance expectations, KPIs, and SLAs
- Skilled in collaborating with cross-functional teams like Product, Engineering, Finance, and Compliance to build solutions and resolve customer issues
- Data-driven, adept at using data for well-informed decision-making
- Proficient in support tools, experience with Zendesk is a plus
- Capable of leading group problem-solving activities and rapidly formulating countermeasures
- Ability to comprehend complex systems and translate them into straightforward operational processes
- Drives impact while effectively balancing diverse requirements
- Clear, concise, and practical English communication skills
- Solution-focused with a positive outlook
- Eager to take the initiative, thrive in evolving environments, and comfortable in fast-paced settings
- Willingness to occasionally work flexible hours including weekends and holidays
Compensation and Benefits
- Competitive full-time salary based on experience with valuable equity in a pioneering company
- Hybrid work model allowing for work-from-home options and a vibrant office location in central London
- Unlimited vacation policy to maintain work-life balance
- Apple equipment provided
- Opportunity to play a key role and advance your career at a rapidly growing global tech company in a burgeoning field
- Flexible work culture
Blockchain is a staunch advocate for diversity and inclusion in the workplace and is an equal opportunity employer. We denounce discrimination and harassment based on various factors and ensure fair practices across all aspects of our organization. Employment decisions in Blockchain are solely based on qualifications, merit, and business requirements at the moment of hiring.