Kolex is hiring a Web3 Customer Support Manager
Compensation: $63k - $100k estimated
Location: Remote - Europe
Customer Support Manager
Remote - Europe /
Support /
Full Time
/ Remote
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Company
Kolex, Inc. provides the first seamless and interactive collecting experience for the hybrid generation of collectors and fans who spend their lives in both physical and digital worlds. We’re a team of industry veterans, and have several successful partnerships with some of the largest NFT artists, brands, gaming companies and esports teams in the world.
We are:
- A small, globally distributed, high impact team
- Direct, open and fun
- Obsessed with user experience and scalable tech
- Determined to ship high quality products at high speed
Kolex currently owns and operates three separate divisions:
Publishing (www.kolex.gg): our publishing division works with some of the top game publishers, influencers, esports leagues and teams globally. We have already produced over 200 million unique digital and physical collectibles and distributed them to over 500,000 collectors.
Art and Media (www.kolectiv.gg): our curated NFT marketplace has collaborated with several of the top NFT artists including XCOPY, NateAlex, John Orion Young, BakaArts, Timpers, Lucrece and many more.
Platform & Services (www.kolex.gg & hro.gg): Our newly formed platform and services division provides the world's leading brands and most promising new NFT projects enabling technology to create the best possible experiences for their fans all built on our class leading technology. Our partners include major entertainment brands like DC, Immutable and GreenPark Sports.
NFC & NFT Connected Fashion (cryptees.gg): CRYPTEES are 3D T-Shirt NFTs, featuring crypto artwork, that can be purchased in auctions, limited editions, and open editions. While every NFT can be traded on third party marketplaces, the owner can redeem the NFT to receive the physical copy of the T-Shirt with an integrated NFC tag to prove ownership and allow for further trading after redemption.
Job Description
We are looking for a Customer Support Manager to build a customer-obsessed team and deliver world class support for our ever expanding Collectible Platforms. You will ensure that the support team is enabled and ready to take on any customer challenge, work to measure and cultivate strong team performance, and help provide customer visibility to other stakeholders in our organization. You should also be able to support our team and our partners in various customer matters and step in as an escalation point if the need arises.
Responsibilities
- Dive deep and get a thorough understanding of our products and offerings.
- Manage, hire and lead a team of Support Representatives working with customers over chat and email.
- Manage all aspects of customer service and support including technical issues, product feedback, customer communications, in-bound sales, shipping, etc.
- Analyze results via regular reporting metrics and use these metrics to drive support members and process improvements.
- Document customer issues via Zendesk and work to build and improve upon our customer support organization to help find speedy resolutions to issues.
- Identify, evolve and streamline our implementation for the support ticketing process.
- Develop relevant support content to supplement technical documentation and help reduce the volume of new support tickets.
Qualifications
- 5+ years of experience working in customer service/support with 3+ years of management experience
- Bachelor’s degree in Business Administration, Computer Science or working technical experience preferred
- Strong analytical skills
- Excellent time management and prioritization skills
- General knowledge of the current crypto and/or blockchain landscape
- Excellent oral and written communication, including presentation skills
- Strong experience working on multiple assignments at once, while maintaining project deadlines
- Excellent attention to detail and an ability to produce high-quality, accurate work in a fast-paced environment
- Work well under pressure and can pivot from projects as needed
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Compensation: $63k - $100k estimated
Location: Remote - Europe
This job is closed
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