Customer Experience Team Lead - London, United Kingdom - Blockchain

Blockchain

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

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.

Team Description

Role Description

WHAT YOU WILL DO:

Support and coach your team through team meetings, regular 1:1s, and continuous feedback.
Ensure team adherence to quality standards, organizational SLAs and KPIs.
Monitor and enhance customer satisfaction, identifying improvement opportunities and driving changes to enhance existing processes.
Create and analyze reports on team performance, customer trends, and productivity metrics; communicate insights/recommendations to appropriate stakeholders for improvement.
Lead crossfunctional 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.
Partner with CS Operations to maintain support tools and optimize support delivery.
Strategize talent acquisition and retention, aligning with organizational growth needs.
Collaborate frequently with Product and Engineering teams, providing insights and customer feedback to drive engagement strategies and product improvements.
Stay updated on our products and services, as well as the latest developments in crypto.

Experience & Skills We're Looking For:

5+ years of support experience, 2+ years in a leadership role, preferably in crypto or Web
Strong customer-first mindset, with an ability to decipher and trend customer needs.
Resultsoriented mindset with a focus on holding team members accountable for job performance and achieving KPIs and SLAs
Experienced collaborating with crossfunctional partners including Product, Engineering, Finance, and Compliance, to build deliverables and resolve customer issues
Dataminded, comfortable using data for informed decisionmaking.
Superior knowledge of support tools; Zendesk experience is a plus.
Ability to lead group "root cause" problemsolving activities and rapidly develop countermeasures.
Ability to understand complex systems and distill into clear operational processes
Drives impact while prioritizing and balancing competing needs
Clear, concise, and practical communication skills in English.
Solutionoriented with a positive mindset
Strong desire to take initiative; you thrive on change and are comfortable with ambiguity and fastpaced environments.
Able to work a flexible schedule occasionally, including weekday, weekend, and/or holiday hours.

COMPENSATION & PERKS

Fulltime salary based on experience and meaningful equity in an industryleading company
Hybrid model working from home & awesome office location in the heart of London
Unlimited vacation policy; work hard and take time when you need it
Apple equipment
The opportunity to be a key player and build your career at a rapidly expanding, global technology company in an emerging field
Flexible work culture

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.