BlockFi is hiring a

Web3 Client Support Team Lead

Client Support Team Lead

The Client Support Team Lead is responsible for the day-to-day operations of one or more teams in the Client Service organization. They plan, direct, manage, and evaluate team performance to ensure clients are receiving an exceptional level of service. They promotes a productive and positive relationship with clients as well as their team members. Coordinates client service responsibilities with other internal functions.

The Client Support Team Lead will ensure their teams are properly trained, follow established processes, and adhere to all BlockFi and Client Service standards. Select, develop, and evaluate personnel to ensure the efficient operation of their team. Exercises judgment within defined procedures and policies to determine appropriate action and deliver company policies, all while delivering a world class client experience.

The Client Support Lead is responsible to work intricately with clients, team members, and other departments to serve as a driving force to help achieve "best in class" service levels, helping to identify areas of improvement and assist in implementing new methods for providing effective support solutions.

Primary Responsibilities

• Responsible for managing their team of CSAs as they respond to inquiries related to BlockFi via Tickets, Email, Phone and Live Chat.
• Ensures CSAs are properly trained, follow established processes, and adhere to quality standards.
• Selects, develops, and evaluates personnel to ensure the efficient operation of the assigned Team.
• Exercises judgment within defined procedures and policies to determine appropriate action and administer company policies.
• Implements standards, guidelines, direction, and education on process/procedures for staff.
• Monitors call queues, Agent Status Reports, Call and Ticket volume, Ticket duration, adherence to schedule (utilization) and other KPI's.
• Analyzes team results and analyzes trends taking quick action to look for opportunities to improve their team’s performance.
• Assist your staff through handling and resolving escalated client issues.
• Ensures the volume of work produced meets product/service standards and exceeds quality standards.
• In conjunction with the Regional Head of Client Support, this position will seek ways to continuously improve Client Service, productivity, process improvement, and Quality
• Coaches team members to ensure they are aware of all goals and objectives, as well as what is necessary to achieve them.
• Develops the department training schedule to ensure that the training content follows with the company and department initiatives.
• Organizes and coordinates On-The-Job (OTJ) training to newly hired staff, as well as ongoing training and coaching for existing staff.
• Makes critical contributions to the selection and development of team staff.

Your Expertise:

• Considerable knowledge of the company’s products, services, and business operations to enable resolution of Client inquiries across all channels.
• This employee is recognized for exceptional process and workflow knowledge, staff management, demonstrated a high level of Client Satisfaction, and the ability to achieve win-win situations with Clients.
• Client service or client management experience required.
• Proficient in building dashboards and visualizations used by internal groups, that provides an at a glance awareness of performance and monitoring support and systems.
• Excellent decision-making, problem-solving, team building, negotiation, conflict management, and time management skills.
• High level of stress tolerance, with ability to constantly reassess priorities and adjust to changing circumstances.
• Effective leadership Skills (Listening/ Verbal and Written Interpersonal skills).
• Excellent organizational, problem-solving, project management and communication skills.

Internal candidates - Typically require a minimum of 2 years as a Sr Client Service Associate or equivalent experience.

External candidates - Typically requires a minimum of 2 years of experience in client facing role. Typically requires one or more years of management or team leadership experience. Demonstrates basic competencies of a supervisory position focused on customer satisfaction, communication, team management and execution with metric driven focus.

Your Perks:

We benefit from the great work our employees do each day. That is why we are committed to providing a variety of awesome benefits to help them live their best lives.

• Competitive salary because we value your experience and expertise
• Unlimited vacation / sick days because everyone deserves time for R&R
• Employer contribution towards health coverage (including vision & dental) because your physical health and well-being is important to us
• Various fringe benefits such as 401k, Parental Leave, FSA/HSA, and Employee Assistance Programs because health coverage is more than just choosing your yearly plan
• Flexible work environment because we are a geographically dispersed team and we believe in balance
• Pet insurance because all of your beloved family members should have coverage too
• Weekly lunch stipend because there is such a thing as a free lunch!

• A close-knit team of enthusiastic, collegial and driven people to work alongside in a highly meritocratic environment because teamwork makes the dreamwork

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