As OpenSea’s Customer Experience Manager you will manage and coach an internal level 2 technical support team. You will be serving as a subject matter expert in NFTs, covering the most complex subject areas of our operations.

In addition to managing our internal Customer Experience team, you’ll work closely with our BPO vendor to identify, conduct and evaluate performance trends. You will be connecting on day-to-day expectations with leadership and driving continual improvements in the customer experience and BPO vendor’s operational performance. Responsibilities

Have an understanding of contract negotiation, terminology, and adherence Have some familiarity with crypto/web3 or NFTs Have a deep understanding of KPIs, metrics, and key levers to drive each Have financial acumen and a robust practice with quantitative analysis using contact center platforms and reporting platforms (Excel, Zendesk) Have experience leading internal and outsourced/co-sourced teams Have a working knowledge of geopolitics that could influence broad remote teams Desired Experience

3-5 years of experience working in Customer Experience, preferably with a BPO provider You should be passionate about CX You should be a leader internally and externally (with the ability to manage up and down) You should be an owner and be comfortable making decisions/recommendations You should be a connector and strive to create connections between internal and external team members You should be a driver of performance with high standards for excellence You should be curious and comfortable innovating to solve problems