Customer Support Manager

Summary

The job is for a Customer Support Manager at Rarible. The role involves managing a team, handling escalations, utilizing Zendesk, collaborating with cross-functional teams, improving processes, generating reports, and managing legal notices. The ideal candidate should have 3+ years of experience in a management role, strong leadership skills, technical proficiency, exceptional communication skills, a customer-centric mindset, and an understanding of Web3 culture (preferred but not required).

Requirements

• Experience: Must have 3+ years in a management role within customer support, customer success, or a similar field, with a proven track record of leading teams
• Leadership: Strong leadership skills with the ability to inspire, coach, and develop a team
• Escalation Management: Confident in handling high-pressure situations and providing clear guidance to clients during escalations
• Technical Proficiency: Extensive experience with Zendesk and familiarity with other tools like JIRA and notion
• Communication: Exceptional written and verbal communication skills in English
• Customer-Centric Mindset: A deep commitment to delivering outstanding customer experiences and understanding customer needs

Responsibilities

• Lead and Develop the Team: Manage, coach, and upskill a team of four Customer Support Specialists, setting clear goals and fostering a collaborative environment
• Customer Escalation Management: Handle escalations involving clients, guiding them through troubleshooting and ensuring swift resolution of their issues
• Zendesk Power User: Utilize your expertise in Zendesk to optimize workflows, manage tickets, and maintain a high standard of customer support
• Cross-Functional Collaboration: Work closely with product and engineering teams to escalate and resolve complex technical issues
• Process Improvement: Continuously refine and improve support processes to enhance efficiency and customer satisfaction in a fast-paced startup environment
• Reporting and Analytics: Generate weekly and monthly reports on customer support activity, providing insights and recommendations to the Head of Customer Success

Preferred Qualifications

Web3 Knowledge: An understanding of Web3 culture and the NFT market is a plus but not 100% needed

Benefits

• Global Impact: Contribute to a rapidly expanding global organization at the forefront of Web 3 innovation
• Well-being: Unlimited paid days off policy to prioritize your own rest and relaxation
• Healthcare perks for US employees
• Ownership: Stock options and RARI Token grants, empowering you to be a part of our success story
• Resources: Access to top-notch hardware and software tailored to your role's requirements
• Remote or Hybrid working - We have an office in Lisbon or New York