Responsibilities:

📍Defining customer service workflows. 📍Analysing the process requirements and recommend optimisation solutions. 📍Assisting with the design and rollout of new support channel and service offerings. 📍Measuring and improving overall customer experience levels. 📍Developing and maintaining standard operating procedures for common situations.

Requirements:

📍You have a strong understanding of CS Operations (SLAs, KPIs, Reporting Structure, Budgets) 📍You have at least 5 years of Customer Service experience ideally including minimum 1 year of leadership. 📍You have experience in CS Operations, Project Coordination/Management (plus) 📍You have at least one year of experience in Web3 industry (plus) 📍You are a high performer constantly challenging the status quo. 📍You are a strong communicator with high English speaking abilities. 📍You are driven by results, with the ability to manage independently.