Web3 Customer Support Manager

Overview & Qualifications

We are seeking an experienced Customer Support Manager with a focus on the web3 industry to lead our Web3 customer support team. If you have a proven track record in crypto, excellent leadership skills, and a passion for delivering exceptional customer experiences in the web3 space, we want to hear from you.

1. Leadership Experience:

• Minimum of 5 years of experience in a customer support management role.

• Successful track record of leading and managing a customer support team.

2. Industry Knowledge:

• Thorough understanding of cryptocurrency and blockchain technology.

• Proven experience in managing customer support teams in the crypto space.

3. Strategic Thinking:

• Ability to develop and implement customer support strategies aligned with business goals.

• Strong analytical skills for assessing team performance and identifying areas for improvement.

4. Communication Skills:

• Excellent verbal and written communication skills.

• Capability to effectively communicate with team members, other departments, and customers.

5. Problem Resolution:

• Proven ability to resolve escalated customer issues and handle challenging situations.

• Skill in providing guidance and support to team members in complex problem-solving scenarios.

6. Team Building:

• Demonstrated experience in recruiting, training, and developing customer support teams.

• Ability to foster a positive team culture and motivate staff.

Technical Requirements:

1. Advanced proficiency in using customer support systems like Zendesk and Freshdesk.

2. Strong internet connectivity with a minimum upload/download speed of 3-5 Mbps/10-20 Mbps.

3. Experience in managing and optimising customer support tools for team efficiency.

4. Capability to lead virtual meetings and coordinate with a remote team effectively.

5. Adequate hardware for video conferencing and team collaboration.

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