Customer Service Manager

We are currently seeking a CS Manager. In this role, you will be responsible for leading our customer service efforts and ensuring that our customers receive top-notch support. We are looking for an individual who is knowledgeable about web3 and blockchain technologies, and who also possesses strong leadership and organizational skills. Your responsibilities will include managing the application screening process, coordinating regulatory submissions, and consistently updating internal procedures and assessment materials to maintain the highest level of service quality.

Key Responsibilities:
Oversee the customer service operations, providing excellent support and resolving complex issues in the web3 environment.
Manage the screening of customer applications, ensuring that information is accurately collected and submitted to government agencies when necessary.
Regularly review and update the Knowledge-Check questions to reflect material changes and current conditions in the web3 market and regulatory environment.
Maintain and update macros and other automated tools for efficiency, ensuring they are correctly utilized by the customer service team for consistent and accurate responses.
Attend daily group meetings to align with broader team goals, report on customer service department metrics, and gather cross-functional input to drive service improvements.
Design and maintain SOPs for customer service operations to ensure consistency and quality across all customer interactions. Regularly review and update SOPs to align with changing business needs and customer feedback.
Continuously assess customer service processes to ensure they meet key performance indicators and service level agreements. Implement process improvements to enhance service quality and efficiency.
Manage the CS hiring by working together with the Human Resources. This comprises final interviewing, selection, and training of new hires.
Develop and adjust team schedules to ensure full coverage and reduce the likelihood of missed customer interactions. Address any scheduling conflicts that may lead to team issues proactively.
Conduct thorough daily audits of customer service representatives' interactions to ensure adherence to quality standards and identify areas for improvement.
Utilize weekly performance reports to analyze chat availability, missed chat incidents, and customer satisfaction metrics. Use this data to implement strategies for improved customer service delivery.
Train and mentor customer service representatives and other team members on the latest web3 developments, customer handling techniques, and internal protocols.
Foster a culture of high performance and continuous improvement by initiating changes to enhance customer service delivery and team performance.

Qualifications:
Bachelor’s degree in Business Administration, Communications, or related field, or equivalent work experience in customer service management roles.
A minimum of three years of experience in a management position within customer service, ideally in technology or blockchain-related fields.
Deep understanding of web3 technologies and a passion for the evolution of digital identity services.
Experience in handling customer service issues related to government regulations and compliance requirements.
Strong analytical skills with experience in creating, updating, and utilizing macros and other customer service automation tools.
Demonstrated ability to lead, coach, and support a diverse and remote customer service team.
Excellent written and verbal communication skills in English, with proficiency in additional languages being an asset.