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Overview
️Title: Customer Service Manager, Crypto Wallet
Department: User Experience
Location: UK or Europe, Remote
About Block Labs
Block Labs is a leading force in the Web3 space, incubating, investing in, and accelerating top-tier fintech, crypto and iGaming projects. With a mission to shape the future of decentralized technology, we partner with visionary startups to raise funding, refine product-market fit, and grow their audiences. Our diverse team drives innovation, using deep industry expertise and an extensive network to empower the next wave of blockchain-driven companies. At Block Labs, we’re passionate about turning bold ideas into breakthrough success.
We’re looking for a Customer Service Manager to join our non-custodial crypto wallet!
About The Role
As an integral part of our growing CS team, you will be responsible for responding to helping our users have a better, more successful experience with our app. Your role will involve responding to customer support tickets, collaborating with internal teams to enhance, update and curate our knowledge base. We are focused on elevating our success rate in the first response, and this individual will play a key role in ensuring that users have access to up-to-date and relevant information.
Key Responsibilities:
- Improve our Customer Service Function: Refine our customer service processes, workflows, and identify our user segments and their motivation to engage with our product offering.
- Customer Engagement: Continue to build a knowledge bank for frequently asked questions, liaising with our content and product team to publish educational content about our products. Drive automation across the CS function to minimise our response time and resolve issues promptly.
- Analytics and Reporting: Maintain reporting via Intercom to keep the business up to date on the variety and quantity of customer support issues.
- Feedback and Improvement: Collect and analyse user feedback to identify areas for improvement. Collaborate with cross-functional teams to enhance product features and usability.
- Ensure a seamless and positive experience for users as they navigate our products.
Our Ideal Profile:
- Experience in Customer Service within a crypto environment would be beneficial.
- Exposure within a fast-paced B2C product with a large customer base.
About You:
- Proven experience in building and leading customer service functions, preferably in the crypto or fintech industry
- Experience using Intercom would be an asset
- Experience in building and scaling a customer service capability for tens of thousands of customers
- Excellent communication and interpersonal skills with a customer-centric mindset
- Experience working with data to understand trends and formulate action plans
- Experience in creating and implementing customer service metrics and KPIs
- Strong knowledge of blockchain technology, cryptocurrencies
- Demonstrated leadership skills with the ability to build and motivate a team
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