Nifty's Inc. is hiring a

Web3 Customer Success Manager

FUNCTION

The Customer Success Manager will oversee the daily operations of the Customer Success department. You are a champion for customers and a creative problem-solver who can use or tweak existing tools to attack new problems as we grow. You have a passion for leading a team, are a natural motivator, and enjoy helping others.

RESPONSIBILITIES &DELIVERABLES

• Manage and grow a team of customer-obsessed professionals in the areas of customer support, community support, and customer success
• Serve as the first point of escalation for any complex or intricate customer issues or troubleshooting
• Have a constant finger on the pulse of the progress and ‘health’ of all users across the organization
• Supervise daily operations in the Customer Success department and serve as a client success leader within the broader organization
• Collaborate effectively with cross-functional partners (Partnerships, Product, Marketing, Engineering, Operations) to drive success for our customers and Nifty’s
• Analyze and understand customer churn and work to implement solutions to remedy
• Make sure all communication with customers is done in a positive and accurate manner
• Build and manage a high-performing team by recruiting top tier talent, retaining and rewarding existing talent, managing resources effectively and efficiently
• Cross-communicate with departments on CS needs
• Actively coach, develop, and lead your team to maintain key KPIs (satisfaction score, response time, resolution time)--this could be through personnel changes or large scale process changes!
• Develop key metric reports which can be delivered to leadership
• Collect and analyze data to help support internal decisions
• Forecast the amount of CS reps needed through our off-peak and busy seasons
• Other ad-hoc tasks to assist our management & executive team
• Other duties as assigned

MINIMUM REQUIREMENTS

• 3-5 years experience in Customer Success, Customer Experience or Customer Support (Manager level)
• Experience leading and managing customer success/and or customer support teams
• Proactive, with ability to self-direct through multiple concurrent projects
• High sense of urgency, driven with ability to understand and prioritize initiatives
• A passion to solve market problems using technology
• Ability to collaborate and communicate effectively
• Comfortable with ambiguity and being agile in order to change direction as priorities move rapidly
• High EQ and excellent interpersonal skills
• Previous experience using Zendesk is a bonus but not required.
• Previous experience with NFTs and/or cryptocurrency is a bonus but not required.

Other things to note:

Nifty’s, Inc. strives to be a best-in-class and equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

This job posting highlights the most critical responsibilities and requirements of the job. Other duties may be assigned as needed.

Nifty's, Inc. Privacy Policy can be found here: https://niftys.com/privacy-policy

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