🏷️Title: Customer Service Manager, Crypto Wallet
👫Department: Customer Service
📍Location: London, hybrid remote
Tech Alchemy has partnered with a rising star in the Web3 space. This company looks set to radically change the way we think about crypto wallets and trade on exchanges. This web3 non-custodial wallet supports multiple blockchains, such as Bitcoin, Ethereum, and BNB Smart Chain, all in one wallet and has several unique features.
As an integral part of the team, you will be responsible for establishing our customer service function, specifically catering to our business-to-customer model. Your role will involve collaborating with internal teams to enhance, update and curate our knowledge base, aiming to significantly improve our chatbot's effectiveness in addressing users enquiries. We are focused on elevating our success rate in the first response, and this individual will play a key role in ensuring that users have access to up-to-date and relevant information.
Establish Customer Service Function: Build and refine customer service processes, workflows, and identify our user segments and their motivation to engage with our product offering.
Customer Engagement: Build a knowledge bank for frequently asked questions, liaising with our content and product team to publish educational content about our products. Drive automation across the CS function to minimise our response time and resolve issues promptly.
Analytics and Reporting: Maintain reporting via Intercom to keep the business up to date on the variety and quantity of customer support issues.
User Onboarding: Design and execute effective onboarding programs for new customers. Ensure a seamless and positive experience for users as they navigate our products.
Feedback and Improvement: Collect and analyse user feedback to identify areas for improvement. Collaborate with cross-functional teams to enhance product features and usability.
Desired Knowledge and Experience:
- Proven experience in building and leading customer service functions, preferably in the crypto, fintech or online igaming industry
- Experience using Intercom or/and Freshdesk would be an asset
- Experience in building and scaling a customer service capability for tens of thousands of customers
- Excellent communication and interpersonal skills with a customer-centric mindset
- Experience working with data to understand trends and formulate action plans
- Experience in creating and implementing customer service metrics and KPIs
- Strong knowledge of blockchain technology, cryptocurrencies, and online gambling
- Demonstrated leadership skills with the ability to build and motivate a team
What will you get from us?
📆 Flexible Working: Hybrid remote working is promoted within the organisation
💻Company Issued Tech: You’ll receive a bunch of tech ahead of your first day
⛑️Health and Wellbeing: Comprehensive private health benefits
🌴Holiday: 25 days + bank holidays and your birthday off
🌶️️Weekly Lunch Allowance: Have a free lunch on us
🌍 Work-life Balance: Team members have the freedom and flexibility to organise their own work schedules with a high degree of autonomy in your role
About Tech Alchemy
Tech Alchemy's Web3 incubator helps launch some of the most exciting Web3 startups in the world. In the past year, client projects built through Tech Alchemy have helped raise over £75 million, and been featured by Apple, Amazon and the BBC.
We’re a group of developers, designers and data scientists accelerating hand-picked startups by bringing their products to market faster, avoiding the teething pains and unscalable processes of most early stage startups. Tech Alchemy partners with industry leading crypto VCs and media heavyweights to drive mainstream adoption for a shortlist of industry shaking Web3 startups.