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Phantom | United States | $124k - $150k | |||
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Customer Service Lead
Shanghai, China / Taguig City, Metro Manila, Philippines
Customer Experience â Account Management and Crypto /
Hybrid
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We are seeking an experienced and strategic Customer Service Director to lead our global customer service organization. The ideal candidate will be responsible for developing and executing customer service strategies that drive customer satisfaction, loyalty, and operational excellence across all support channels.
Key Responsibilities:
- Strategic Leadership:
- Develop and implement comprehensive customer service strategies aligned with company objectives
- Establish and monitor KPIs to measure team performance and customer satisfaction metrics (CSAT, NPS, FCR)
- Drive continuous improvement initiatives to enhance service quality and efficiency
- Team Management:
- Lead, mentor, and develop a multidisciplinary customer service organization
- Oversee recruitment, training, and performance management of customer service teams
- Foster a customer-centric culture and promote professional development across the organization
- Operational Excellence:
- Manage daily operations across all support channels (phone, email, chat, social media)
- Optimize resource allocation and workforce management to ensure adequate coverage
- Develop and maintain standard operating procedures and quality assurance programs
- Stakeholder Management:
- Collaborate with cross-functional leaders to address customer needs and improve overall experience
- Present regular performance reports and strategic recommendations to executive leadership
- Serve as the executive escalation point for critical customer issues
- Technology & Innovation:
- Oversee customer service technology stack (CRM, helpdesk software, AI tools)
- Identify and implement innovative solutions to enhance customer experience
- Manage departmental budget and technology investments
Qualifications:
- Experience:
- 10+ years in customer service leadership roles, with at least 5 years at director level
- Proven experience managing large, global customer service teams
- Background in [Industry, e.g., SaaS, E-commerce, FinTech] preferred
- Skills:
- Exceptional leadership and team development capabilities
- Strong analytical and data-driven decision making skills
- Excellent communication and stakeholder management abilities
- Deep understanding of customer service technologies and trends
- Budget management and financial acumen
- Education:
- Bachelor's degree in Business Administration or related field
- Master's degree or relevant professional certifications preferred
Apply for this job
What is the role of a customer support?
A customer support role would typically involve assisting customers with any issues or questions they have about the web3 platform or any of the decentralized applications (dApps) that run on it
This could include helping users navigate the platform, troubleshooting any technical issues they might be experiencing, and providing guidance on how to use specific dApps or features
The specific responsibilities of a customer support role in web3 would depend on the organization they are working for and the specific needs of their customers.