Customer Support Web3 Jobs in San Francisco, California, United States

About The Role:

As Pagoda’s Senior Customer Support Manager, you will ensure that NEAR’s ecosystem users receive timely and high-quality support. This role is expected to help manage and lead a team of outsourced customer support representatives and make recommendations on budgeting, managing vendors, and hiring.

In addition, you will thoroughly understand the NEAR Protocol and be a trusted advisor to NEAR’s ecosystem users to help them maximize their experience. This role reports to our Head of Developer Relations.

This is an exciting opportunity to refine and execute the Customer Support strategy for the NEAR Ecosystem. It includes occasional travel.

What You'll Be Doing:

• Create and run customer support and feedback processes and systems, including automated tools as applicable
• Define SLAs, develop and implement strategies to gather customer feedback, and reduce feedback response times
• Directly respond to customer feedback, issues, and complaints
• Synthesize and communicate product feedback gathered from customers and act as a customer advocate with our internal development and product teams
• Monitor customer support metrics and provide regular reports to Leadership
• Identify trends and patterns in customer feedback and partner with the relevant teams to address underlying issues
• Eventually, scale a team of internal and external customer support representatives, including setting goals and targets, providing training and support, and conducting performance evaluations
• Create QA processes and ensure our support team maintains high-quality metrics when responding to support tickets

What We're Looking For:

• Ideally 5+ years of Customer Support experience in leading a team of support agents in a social media, tech, or startup environment
• Experience analyzing data to improve decision making
• Experience working with outsourced vendors to provide support services
• Excellent communication and leadership skills
• Strong problem-solving and decision-making abilities
• Familiarity with customer support software and tools
• Ability to work in a fast-paced, high-pressure environment
• Integrity, attention to detail, and ability to communicate expectations at all levels
• Experience presenting to leadership and large audiences
• Ability to be strategic but also roll up your sleeves to accomplish what needs to be done
• Highly organized with a sense of urgency

We'd Love If You Have:

• Experience working with a SaaS or platform product
• Industry knowledge of Web3, blockchain, DeFi, and/or cryptocurrency

Here’s What Our Interview Process Looks Like:

Depending on calendar availability, from the first stage to the final stage, we do our best to keep the entire process to under three weeks. Our interviews take place via Zoom and typically consists of the following stages:

• Internal Recruiter Call (30 minutes)
• Meet with the Hiring Manager (60 minutes)
• Team Interviews (2 x 45 minutes)
• Pagoda Values Interview (45 minutes)

Please let us know if you require any special requirements for your interview and we’ll do our best to accommodate.

Ideal Location For This Role

This is a fully remote role, so that your timezone matches or overlaps with our leadership for this role, you’ll ideally be located in North America, South America, or Europe.