Blockchain.com is hiring a

Web3 Customer Onboarding Manager (Retail)

Blockchain is the world's leading software platform for digital assets. Offering the largest production blockchain platform in the world, we share the passion to code, create, and ultimately build an open, accessible and fair financial future, one piece of software at a time.

Team Description

At Blockchain.com, we aim to put our customers at the center of everything we do. The Customer Success team is at the forefront of delivering seamless support experiences and customer enablement to our rapidly growing global customer base.

About the role:

We’re looking for an experienced, self-starting, and collaborative Customer Onboarding Manager to join our Customer Success organization. In this role, you’ll be a subject matter expert on customer identification, due diligence and customer support, while supervising a team of onboarding specialists. You’ll be responsible for overseeing the strategic vision and day-to-day operations of our Retail onboarding programs to ensure we’re adhering to all legal and compliance policies and measures, while also delivering a delightful experience for our customers.

What you will do:

• Hire, train, develop, and scale a team of Retail KYC/onboarding specialists
• Manage the day-to-day operations of the Retail Onboarding Team including allocation of work, staffing coverage model, and overall productivity
• Manage our Retail KYC agent team, including conducting team meetings, 1:1s, and performance management
• Design tactical and scalable customer support workflows, processes and solutions to ensure onboarding is a seamless, timely and delightful experience for our customers
• Lead cross-functional project teams to improve the overall onboarding experience
• Partner closely with our Compliance KYC team on process and tooling optimization
• Act as a liaison between Customer Success, Compliance, Finance, Product, and Engineering teams on regulatory requirements, KYC/Onboarding workflow simplification, KYC-related product issues, and bug resolution.

• Develop and deliver regular reporting on onboarding metrics, as well as KYC agent performance metrics
• Provide regular updates to management on improving the customer onboarding experience, optimizing processes, and ensuring quality assurance across our KYC onboarding agents.

Experience & Skills We’re Looking For:

• 2+ years experience managing front line support and KYC/CDD teams
• 2+ years experience as Customer Experience or Customer Support program / project manager; preferably with Fintech or digital assets experience
• Strong understanding and subject matter expertise in KYC and Contact Center fields
• Obsessed with providing best-in-class customer experience, and a clear understanding of how KYC onboarding flows can make or break a great customer experience
• Must be able to work in a fast-paced, diverse work environment with great follow-through
• Quick learner who can adapt well to a fluid business and regulatory environment
• Strong relationship building skills and experience working with team members of all level
• Exceptional analytical skills; advanced MS Excel skills a plus
• Highly motivated, self-starting, and self-sufficient; the right candidate for this role knows how to set vision and direction + execute without heavy supervision
• Fluent English, both written and spoken
• Passion for or experience in cryptocurrencies a plus

COMPENSATION & PERKS:

• Competitive full-time salary
• The opportunity to be a key player and build your career at a rapidly expanding, global technology company in an exciting, emerging industry.
• Unlimited vacation policy; work hard and take time when you need it.
• Crypto Bonus paid after 12 months of service, for your first 3 years at Blockchain.com
• Great office location and remote working options at your line managers discretion.

APPLICATION:

• CV
• LinkedIn profile.
• Link to personal website and/or blog (if applicable).

Apply Now: