Crypto Jobs in California, United States

The Manager, CX Tooling role will be responsible for developing and owning the customer experience tooling strategy across a globally dispersed support organization.

This is a highly collaborative role in which you will engage with stakeholders across the organization to shape and build the support tooling ecosystem (internal and third-party) with the ultimate goal to deliver a frictionless customer and agent experience.

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• Lead the strategy and execution of a new team focused on tooling strategy and the day to day administration of the tool suite
• Develop a defined system administration function across the customer experience tool suite that will enable the support team to quickly adapt to changing conditions
• Drive tooling initiatives that improve the agent experience through improvements to workflow efficiency
• Partner with cross-functional teams and stakeholders to develop a build vs buy framework and conduct RFI/RFPs with third party vendors as needed
• Define and implement a role based access framework for the CX organization
• Build and manage the tooling and system administration team including 1 on 1s, performance reviews and career growth planning

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Requirements

• Passionate about working in a fast-paced environment supporting customers across an exciting suite of products
• 6+ years of experience in CX functions and focus areas, including managing a tool suite that encompasses inhouse and third-party solutions
• 2+ years of people leadership experience, with a track record of managing high performing individuals
• Demonstrated experience developing a dedicated CRM instance across an omni-channel environment (email, phone, chat & social) with a focus on customer experience
• Hands-on experience working with customer support case management tools (ZenDesk, ServiceCloud, etc.), ideally in a system administrator role
• “Crypto curious” with a keen desire to drive the web3 industry forward in service of our customers

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The starting base pay for this role is between $108,000 and $123,000 USD for all U.S. remote locations. The actual base pay is dependent upon many factors, such as: transferable skillsets, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future.