Blockchain Operations Jobs

Workplace Type: Remote
Company HQ: London, UK
Employment Type: Full-time
Salary: Competitive

We are looking for someone with at least 3 years of experience in customer support especially with building the customer support team and setting up the work process. Experience in the fintech industry, particularly in digital banking and payments.

Responsibilities:

• Own the development and execution of the roadmap for the ongoing evolution of our customer support processes and tools to deliver client excellence
• Build the business strategy for our customer support team, including planning, budgeting, and setting performance targets and objectives to ensure optimal quality, effectiveness, and efficiency
• Shape the entire customer experience, the standard of service should be consistent and high
• Lead, grow, and develop a team of customer support agents, setting the standard for what growth and development looks like in the customer support team
• Work cross-team to communicate key insights and obstacles to the teams and the broader company, while contributing to the planning and growth of our global offering
• Collaborate with the executive team to formulate, evolve, and realize the strategic vision for customer support
• Ensure your team is structured and staffed efficiently to drive quality and resolution, tracking and reporting of client incidents and complaints
• Communicate the customer support strategy and performance to staff and key stakeholders;
• Work cross-functionally across the business with Sales, Product, Engineering, Compliance, Risk and Operations making sure customers get the help they need
• Proactively research best practices, industry trends, and competitor activity to develop our technology and best practices focused on customer service and retention
• Proactively engage and advise customers on delivering value and maintain strong client relationships
• Act as a senior point of contact, handle escalations and escalate to group management as appropriate
• Help lead the strategy building for any regionally specific support needs
• Foster strong relationships and clear lines of communication with our Product teams to leverage the customer insights gathered in CS to develop and evolve our products to best serve our customers and reduce contacts
• Recruit and train world class team members to support our customers
• Enact processes and procedures to support the needs of the business

Requirement/Qualification

• At least 5 years of experience, 3 of which in a similar position preferably in a Fintech
• Team building and managing experience
• Passionate about customer experience, technology, leading people, building teams, and making a difference for people in your work
• Experience with using customer support tools such as Zendesk, Freshdesk, Desk, etc.
• Experience establishing the customer support process ideally in a fintech
• Familiarity with control environments and their challenges
• Proactive person with a good sense of organization
• Fluent English
• Ideally, is able to work/overlap with GMT hours

Merge focuses on Financial Services, Cryptocurrency, Financial Technology, and Blockchain / Cryptocurrency. Their company has offices in Europe and London. They have a small team that's between 1-10 employees. To date, Merge has raised $9.5M of funding; their latest round was closed on May 2022.

You can view their website at https://www.mergedup.com or find them on LinkedIn.