Team Lead - London, United Kingdom - Blockchain

Description

Blockchain is the world's leading software platform for digital assets.

Offering the largest production blockchain platform in the world, we share the passion to code, create, and ultimately build an open, accessible and fair financial future, one piece of software at a time.

At Blockchain.

The Customer Success team is at the forefront of delivering seamless support experiences and customer enablement to our rapidly growing, global customer base.

We're seeking a team lead for our Customer Experience (CX) team to help us provide best-in-class support for Blockchain.

Reporting to the VP Customer Experience, you'll be responsible for managing a team of high performing agents while ensuring the seamless operation of Blockchain.

As a crucial liaison between frontline support and upper management, the Customer Experience Team Lead will contribute significantly to the realization of Blockchain.

Manage Blockchain.
Ensure team adherence to quality standards, organizational SLAs and KPIs.
~ Create and analyze reports on team performance, customer trends, and productivity metrics; Lead cross-functional projects focusing on process development, quality assurance and scalability.
~ Establish a streamlined interaction system between first and second lines of support
~ Define and update team strategy with OKRs, health metrics, and SLAs, using data for actionable insights.
~ Serve as the escalation point for complex customer issues, collaborating with the technical teams to analyze root cause analysis and determine resolution paths.
~ Results-oriented mindset with a focus on holding team members accountable for job performance and achieving KPIs and SLAs
~ Data-minded, comfortable using data for informed decision-making.
~ Clear, concise, and practical communication skills in English.
~ Able to work a flexible schedule occasionally, including weekday, weekend, and/or holiday hours.
~ Full-time salary based on experience and meaningful equity in an industry-leading company
~ Hybrid model working from home & awesome office location in the heart of London
~ Unlimited vacation policy; The opportunity to be a key player and build your career at a rapidly expanding, global technology company in an emerging field

Blockchain is committed to diversity and inclusion in the workplace and is proud to be an equal opportunity employer.

We prohibit discrimination and harassment of any kind based on race, religion, color, national origin, gender, gender expression, sex, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by law.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, and apprenticeship.

Blockchain makes hiring decisions based solely on qualifications, merit, and business need at the time.