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Director, Customer Experience

3 months ago

Reno, United States Blockchains Full time
Job DescriptionJob DescriptionBlockchains will only consider candidates who reside in the U.S. and do not require any VISA support.OUR VISION

In the transformative world of Web3, it is an individual's fundamental right to own and control their digital identity. To ensure that the individual is paramount in Web3, we are developing tools that enable everyone to engage and transact online in a safe and trusted way. Individuals are in control of what information they choose to share and with whom they choose to share it. We are developing a pioneering platform that combines the power of social experiences with Web3 Identity. This platform will provide individuals with access to interactive 3D experiences, verified communities, trusted transactions, the ability to prove ownership of their creations, and visibility and control over the data collected about them -- all designed to empower and benefit every Web3 user.

We believe that the decentralized nature of Web3 creates an opportunity for everyone to challenge the digital status quo—to own and control their identity, data, finances, creations, and future. This is the chance to get it right – to rally a movement of individuals focused on ensuring that Web3 belongs to everyone, not just to trillion-dollar companies. To fulfill this vision, we are seeking dynamic people who want to join us in leading the way to this new world.

WHAT YOU WILL DO

As Director, Customer Experience at Blockchains, you will spearhead the establishment of the company's customer experience department. This strategic and operational role will be pivotal in shaping the foundation and direction of Blockchains' customer experience initiatives. You will craft a comprehensive customer service strategy for consumer customers, define key performance metrics, and develop a high-performing team. You will passionately embrace building a customer-centric culture that fosters strong relationships, product adoption, and customer advocacy while driving customer satisfaction, retention, and growth.

Initially, you will take on the role of the primary customer service agent as we launch our product, with the potential to expand and lead a team as the product scales. Additionally, you will be responsible for developing a comprehensive customer service knowledge base and associated documentation.

Responsibilities include, but are not limited to:

Customer Service Strategy and Execution:

  • Refining and executing the customer service strategy, defining goals, KPIs, processes, and support and engagement plans.
  • Developing, executing, and managing a customer NPS program.
  • Owning tool selection, setup, and management for efficient customer support (Zendesk), engagement, and reporting.
  • Defining messaging workflows, templates, and rules for personalized communications.
  • Crafting proactive messaging and responses to guide users and provide support.

Customer Success and Relationship Management:

  • Leading customer success initiatives and programs for proactive relationship-building.
  • Serving as the primary customer service representative, guiding consumers throughout their journey.
  • Cultivating strong relationships with key consumer customers, driving value and satisfaction.
  • Prioritizing and overseeing issue resolution for exceptional experiences.
  • Understanding technical workflows and utilizing engagement and escalation models to inform engineering of technical issues, ensuring timely resolution and effective communication with customers.

Team Leadership and Cross-Functional Collaboration:

  • Gathering feedback and insights to continually optimize the customer experience and influence product enhancements.
  • Collaborating across departments to proactively address customer-impacting risks.
  • Establishing structured communication channels for stakeholders and integrating support tools into product applications.
  • Tracking and analyzing metrics, preparing comprehensive reports, and leading monthly customer insights and quarterly business reviews for various stakeholders.
  • Developing user documentation and defining processes for seamless team collaboration.
  • Cultivating an efficient and cohesive customer success team when the time comes; overseeing hiring, training, and management.
WHAT YOU WILL NEED TO SUCCEED

As an agile self-starter, you thrive in dynamic environments and possess the drive to take ownership and accountability from day one. You have a proven track record of building customer success departments and support systems from scratch, either in startups or by overhauling existing systems. Your expertise in creating and executing customer service strategies for consumer audiences has driven high customer satisfaction, retention, and growth. You approach problem-solving strategically and proactively, using an analytical mindset to gather and interpret customer data for informed decision-making and strategy development.

Your strong customer relationship management and communication skills enable you to build trust and rapport with our consumers effectively. You are a key champion of Blockchains' commitment to put the individual first, consistently serving as the voice of the customer.

The position requires 10-15% travel.

YOUR EDUCATION AND EXPERIENCE

You have a minimum of 7 years of senior customer service experience with a proven track record of building and managing customer experience departments and systems from scratch. A bachelor's degree in Business, Marketing, or a related field is preferred.

You have hands-on experience with Zendesk and are familiar with integrating tools like Confluence, Medallia, and Tableau. You excel at creating comprehensive CS knowledge base documentation, including tutorials, guides, FAQs, and autoresponders. Experience in training AI chatbots, working in regulated industries, and familiarity with Web3 technologies are valuable assets. You thrive in high-performing yet fluid environments, can support multiple initiatives simultaneously, and pivot easily without losing focus. Your excellent communication and leadership skills enable you to prepare, present, and advocate strategic recommendations effectively to senior management.

We specifically seek candidates with extensive experience in consumer-focused customer experience/service roles, rather than SaaS or B2B customer success roles.

Blockchains, Inc. ("Blockchains") is proud to be a diverse workforce, and we are committed to inclusion and diversity to ensure equal opportunity for all applicants. Blockchains provides equal employment opportunities to all employees and applicants regardless of race, color, religion, sex, sexual orientation, gender identity and/or expression, national origin, age, marital status, physical or mental disability, veteran status, or any other characteristic protected by federal, state, or local laws.

When you apply to a job on this site, the personal data contained in your application will be collected by Blockchains, Inc. ("Controller"), which is located at 610 Waltham Way, Sparks, NV 89437 and can be contacted by emailing privacy@blockchains.com. Controller's data protection officer is Edward O'Connor, who can be contacted at privacy@blockchains.com. Your personal data will be processed for the purposes of managing Controller's recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment.

Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller's behalf. Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site. Because the European Union Commission has determined that United States data privacy laws do not ensure an adequate level of protection for personal data collected from EU data subjects, the transfer will be subject to appropriate additional safeguards under [either the standard contractual clauses or the Privacy Shield]. You can obtain a copy of the standard contractual clauses by contacting us at privacy@blockchains.com.

Your personal data will be retained by Controller as long as Controller determines it is necessary to evaluate your application for employment. Under the GDPR, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have to right to data portability. In addition, you may lodge a complaint with an EU supervisory authority.