Horizon Blockchain Games is hiring a

Web3 Customer Support Manager, Skyweaver + Sequence - Remote

At Horizon, we’re building a New Dimension where Internet economies are fun, accessible, and for the benefit of all participants.

We have two amazing products to make this real:

Sequence, which consists of i) the first user-friendly smart wallet for crypto, NFTs, Web3 + the metaverse and ii) a seamless developer platform for Ethereum, EVM-chains, NFTs, Web3, DeFi and Dapps.

And Skyweaver, a digital trading card game—powered by Sequence—where players can win, own, trade and sell their NFT game items.

Sequence is poised to drive Web3 adoption on a massive scale by making blockchain easy, fun and powerful for users and developers. And, Skyweaver is poised to become a groundbreaking video game with its unprecedented player-owned economy, novel gameplay, and an already fervent community.

While the challenge is hard, we find it incredibly fun. And, we have the ingredients to make it happen: a well-capitalized company with some of the best investors in the world (Reddit co-founder, Coinbase, Initialized, and more), an amazing team of leaders in the blockchain space, engineers who have built widely popular open source, a former top McKinsey strategy consultant, gaming industry veterans, and founders who have built and sold successful companies. You'll get to work with and learn from them all. Learn more at https://horizon.io/

About the Role

Horizon is looking for a Customer Support Manager to support our game community team and take on the full responsibility of Customer Support for Horizon’s products and user base. This role executes on the day-to-day work, in addition to managing a local team of one to two additional customer support specialists (and more specialists in the future) to cover global time zones. At Horizon, our users’ happiness is a top priority. We are looking for an enthusiastic problem solver with a passion for leading to help grow our Customer Support team.

The CS team will provide support for issues regarding Sequence, our cryptocurrency wallet, and Skyweaver, our blockchain trading card game. These products are the core of our company, and we pride ourselves on our ability to create user-centric products that democratize the next generation of internet.

We believe any interaction with a user is an extension of our company, and the brand itself. Therefore, knowledge of community management is preferable for this role. Understanding what it takes to build a healthy, happy community of users is foundational for a great Customer Support team.

For this role, you must have some knowledge about Ethereum, blockchain and crypto. If you don't right now, a few hours on Google and YouTube will give you the basics for a conversation with the team. We highly recommend you be familiar with crypto wallets and the user experience around those and how they work with decentralized apps (Dapps).If you don't meet all the requirements but still believe you would be a great fit for this role, then give us your pitch and tell us why.

Ideally, you are based in the Philippines, Vietnam, Malaysia, Japan, Romania, or Israel. You will set up a physical office, and recruit a team with our support, and then help with training and onboarding. The office will have sequential or partially overlapping shifts for the Manager to train and ramp up employees, as well as manage other resources. If you are based in a country other than those listed and believe that you have the ability to effectively set up and maintain these operations, feel free to reach out to us and make your case.

Note that this position requires full-time availability from Monday to Friday, 9:00 a.m. to 5:00 p.m ET, and may change to accommodate global timezone coverage. Schedule may change at a later date to accommodate project and team needs.

Who you report to

You directly report to the Director of Community and Director of Product. You will report indirectly to the Director of Marketing and Head of Operations.

Responsibilities

· Assist the team in meeting established service levels by answering customer emails, messages on channels like Discord, Reddit, Twitter, Facebook, App Stores, private messages, support tickets / support requests via incoming channels (ticket system, email), as required
· Manage tickets and support requests using Zendesk, Github, Intercom, and other CRM
· Help the team monitor and ban bots and users exploiting the game, per the team’s guidelines and parameters for banning
· Create and maintain a list of bugs and issues reported by users and ensure these are communicated to the respective development teams
· Review all incoming community interactions on different social media platforms
· Participate in community management and resolve customer support issues that come through Discord
· Analyze workflows, identify inefficiencies and implement corrective actions
· Provide input for direct reports as it pertains to the performance management process
· Provide effective suggestions and plans to improve/attain expected performance
· Address performance concerns in a timely fashion and on an ongoing basis
· Set-up a local team: open an office for the CS team, hire additional team members if required
· Manage the local team:
-Organize workload and delegation of tasks for the customer support team
-Ensure the team is adequately resourced by liaising with relevant teammates and planning resources effectively
-Monitor team workload and daily KPIs, coordinate day-to-day activities with other departments and ensure that information is communicated to the team in a timely and actionable manner
-Track and identify opportunities for improvements in team’s and individuals’ operational performance
· Maintain and be accountable for the team's service levels according to established objectives / metrics and identify areas requiring improvement. Monitor and evaluate the quality of response and user replies. Coach and provide feedback to team members to achieve and maintain team objectives.
· Provide strong support and coaching to the customer support specialists in the areas of trouble resolution & operations including:
-Resolving escalated internal and external customer complaints
-Identify trends/impacts and provide necessary feedback to internal customers.
· Work alongside cross functional teams to align on communication and get the proper information and how to navigate complex user enquiries and reports that require escalation. Connect with the Product, Community, and Marketing teams to align on the top issues and priorities reported by users.
· Update documentation, FAQs and Knowledge Base for Horizon’s products.
· Always maintain a professional and kind demeanor with a focus on exceptional customer service.
· Foster an open, inclusive and positive work environment

Qualifications & Experience

· Leadership
-Minimum 2 years of experience as a Team Leader or Assistant Manager, in a customer success, customer care, or customer experience environment
-Proven experience establishing trusting relationships with clients
-Strong leadership/supervisory skills and motivational abilities

· Language and communication
-Full proficiency in oral and written English. Other languages are a bonus
-Strong oral and written communication skills with the ability to create reports, interpret customer communications and other general correspondence
-Strong persuasion and negotiation skills

· Teamwork
-Excellent interpersonal skills for effective interaction with team members and customers.
-Strong teamwork skills and ability to work independently.
-Strong team player with a natural ability to build relationships and work cross functionally
-A team player always willing to help and pitch in.

· Technical and software
-Strong knowledge of Zendesk, Intercom, Discord, Github, and other CRM and ticketing software systems
-Web and computer-savviness, solid knowledge of Google Suite of products.

· Time management:
-Ability to confidently take on high workload and ticket volume, while prioritizing and multitasking, with a commitment to delivering superior client experience
-Ability to juggle multiple tasks while managing your time efficiently.

· Traits and interests:
-Passion for video gaming and/or crypto and blockchain, and customer service.
-Strong understanding of cryptocurrency and blockchain.
-Not technical, but fundamental understanding (we will also offer training)

Why Horizon?

· A chance to deliver massive impact at a small and quickly growing company
· Competitive salary and equity package
· Accelerate your career by joining at the early stages
· Be part of defining Web3, the next generation of the Internet, and creating symbiotic economies where both users and creators share in the value generated by networks
· Work with an outstanding team made of wonderful people who have built and sold successful companies, launched amazing products, and have rich experience in infrastructure, architecture, blockchain, games, finance, investing, strategy, consulting, design, marketing, community, and more.
· Work life balance unlike the “crunch” culture you find at larger studios
· New PC, and generous allowance for work-from-home setup
· Health, dental, and vision benefits
· We’re conscious about mental health and have modern vacation policies
· We invest in everyone’s personal development and subsidize courses, books, and conferences, so you never stop learning
· Work on hard, big, meaningful problems that can shift markets
· Learn more about our values and the traits we embody at https://careers.horizon.io/

We are committed to diversity and encourage applicants from all backgrounds, genders and faiths. While we're building incredible products, we also want to add to our wonderful team and company. The best way to do that is to attract talented folks from all areas and to have their experiences inform their work.

Horizon Blockchain Games focuses on Video Games, Internet Infrastructure, Online Gaming, and Blockchains. Their company has offices in Toronto. They have a small team that's between 11-50 employees.

You can view their website at https://horizon.io or find them on Twitter, Facebook, and LinkedIn.

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