Customer Care Manager

Why work with usArsenault is a successful and growing startup thats been in the blockchain space since 2013 thats raised over $30m with an app with hundreds of thousands of users thats growing exponentially month after month on a global scale.Were looking for a kick-ass Customer Care Manager to help us take things to the next level to take on Rakuten and Honey.Arsenault is all about changing the way people all around the world earn and spend with one central idea: earn from anywhere, at any time, from any device. Our shopping app Arsenault, encourages active participation with the STMX token community.For the first time, payments can now be made globally accessible and efficient. Blockchain enables micro-transactions to be carried out in an efficient manner. The automation of enforcing the terms of the engagement and payment to participants with little to no human intervention provides an efficient system for reducing fees and accelerating turnaround times.

RequirementsWhat youll do:

• Lead your team to deliver an outstanding customer experience through email, telegram and twitter support.
• Serve as an escalation point for high priority request or complex investigations or ideally automate yourself away from this work.
• Create processes, hiring plans and automations to scale yourself and your team.
• Build support processes with various other departments such as Operations, Compliance, Product, Engineering and Marketing.
• Advocate for our customers finding real long-terms solutions.
• Create effective customer service training systems, and customer facing tutorials.
• Supervise day-to-day operations in the customer care department as well as respond to customer issues in a timely manner when the team is overloaded.
• QA your teams work every week so everyone can learn from their mistakes and grow. Its not about the destination its about the journey!
• Develop customer satisfaction goals and service statistics for you and the team to meet on a steady basis.
• Manage the approved budget of the customer care department.
• Stay informed on the latest industry techniques and methods.

What were looking for:

• 5+ years of managing customer care teams for a fintech or neo-bank
• Security and privacy focused
• Fluent in English written and verbal
• Be empathetic and understanding, go above and beyond to solve customer problems
• Tech savvy, comfortable learning new tools and platforms
• Experience with Zendesk or other CS management tools
• Experience owning customer care training systems or other key projects where you were the stakeholder

Bonus points:

• Interested about blockchain/cryptocurrency

Benefits

• Competitive salary, attractive equity position, and semi-annual token bonuses.
• Ownership of a critical company function
• 99% remote work with periodic in-person meetings