Blockchain.com is hiring a
Customer Experience Team Lead in United Kingdom

Summary

Blockchain.com is seeking a team lead for their Customer Experience (CX) team to manage a technical support team, ensure team adherence to quality standards, monitor and enhance customer satisfaction, and collaborate with cross-functional teams. The role requires 5+ years of support experience, 2+ years in a leadership role, a strong customer-first mindset, data-mindedness, superior knowledge of support tools, and clear communication skills.

Requirements

• 5+ years of support experience
• 2+ years in a leadership role
• Strong customer-first mindset
• Results-oriented mindset
• Experienced collaborating with cross-functional partners
• Data-minded
• Superior knowledge of support tools; Zendesk experience is a plus
• Ability to lead group ‘root cause’ problem-solving 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
• Solution-oriented with a positive mindset
• Able to work a flexible schedule occasionally, including weekday, weekend, and/or holiday hours

Responsibilities

• Manage Blockchain.com’s technical support team for prompt, accurate and empathetic customer responses
• 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 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
• 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

Benefits

• 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; 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