Customer Support Manager

September 5

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Rarible

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Creator-centric NFT marketplace. We are hiring!

NFT • marketplace • art • DeFi • governance

51 - 200

💰 $14.2M Series A on 2021-06

Description

• Lead and Develop the Team: Manage, coach, and upskill a team of four Customer Support Specialists, setting clear goals and fostering a collaborative environment. • Customer Escalation Management: Handle escalations involving clients, guiding them through troubleshooting and ensuring swift resolution of their issues. • Zendesk Power User: Utilize your expertise in Zendesk to optimize workflows, manage tickets, and maintain a high standard of customer support. • Cross-Functional Collaboration: Work closely with product and engineering teams to escalate and resolve complex technical issues. • Process Improvement: Continuously refine and improve support processes to enhance efficiency and customer satisfaction in a fast-paced startup environment. • Reporting and Analytics: Generate weekly and monthly reports on customer support activity, providing insights and recommendations to the Head of Customer Success • Legal and Compliance Management: Oversee the management of legal notices related to copyright infringement and fraudulent activity on the platform.

Requirements

• Experience: Must have 3+ years in a management role within customer support, customer success, or a similar field, with a proven track record of leading teams. • Leadership: Strong leadership skills with the ability to inspire, coach, and develop a team. • Escalation Management: Confident in handling high-pressure situations and providing clear guidance to clients during escalations • Technical Proficiency: Extensive experience with Zendesk and familiarity with other tools like JIRA and notion. • Communication: Exceptional written and verbal communication skills in English • Customer-Centric Mindset: A deep commitment to delivering outstanding customer experiences and understanding customer needs • Web3 Knowledge: An understanding of Web3 culture and the NFT market is a plus but not 100% needed. • Location: Ideally based in our Lisbon office at least 2 days a week, but remote work is considered for candidates in EU and East coast US timezones.

Benefits

• Global Impact: Contribute to a rapidly expanding global organization at the forefront of Web 3 innovation. • Well-being: Unlimited paid days off policy to prioritize your own rest and relaxation. • Healthcare perks for US employees • Ownership: Stock options and RARI Token grants, empowering you to be a part of our success story. • Resources: Access to top-notch hardware and software tailored to your role's requirements. • Remote or Hybrid working - We have an office in Lisbon or New York.