Director of Customer Experience for Fiat and Digital Asset Payments

2 months ago

Chicago, United States The Zero Hash Full time

**Director of Customer Experience for Fiat and Digital Asset Payments**

* Chicago, IL - Remote OK

* Full-Time

* Client Services

* Director of Customer Experience for Fiat and Digital Asset Payments

**Director of Customer Experience for Fiat and Digital Asset Payments**

**About the Role**

The Client Services team at Zero Hash acts as the customers trusted advisor and partner, building and growing an ongoing healthy relationship with each customer. Team members are responsible for onboarding new business, preserving current business, facilitating daily operations, and opening doors for additional opportunities. The team is currently split into four verticals: Platform Solutions, Settlement Operations, Marketing, and Product Management and now Customer Experience.

As the Director of CX you will be responsible to build and lead Zero Hashs retail customer experience and support operations as we experience significant organizational growth.

In this role, you will lead the mission to deliver a seamless customer experience across all stages and touchpoints in the customer journey with passion, collaboration and data. You and your team will define the right experience that will drive higher customer satisfaction, customer retention, new business growth and expansion. We are looking for a leader who will challenge the status quo, lead with a customer first mentality, transform processes, tools and ways of thinking and drive Customer Experience with data and operational excellence.

The Director of CX will report directly to the Chief Client Officer

**Responsibilities:**

* Manage and scale tier one support which includes technical support, complaint management, disputes tracking, inbound privacy issues, tax and ACH related questions among others.

* Manage and internally escalate support tickets to necessary teams while communicating issue status to customer

* Responsible for all phone support

* Develop standard operating procedure for the interaction between Settlement Operations and Compliance (Disputes), assisting with platform integrations, training Platform support teams in best practices around crypto support and identifying value adds with existing platform support enhancements.

* Capture and analise Customer Support KPI Metrics:

+ Customer Satisfaction Score (CSAT)

+ Total Zendesk Tickets and Tickets Per Customer - First Contact Resolution

+ Volume by Channel

+ First Response Time (FRT)

+ Average Handle Time (AHT)

+ Customer Retention

**Desired Experience**

* Experience in Scaling a Team/Department and managing remote team across time zones

* Outsourcing call center support

* Experience in fintech/payments

* Experience in crypto preferred

* Understand ACH and Credit Card flows

* Nice to Haves (but not required)

+ APIs

+ Payments

+ Working in a regulated industry

**Benefits offered**

We believe that the best way to succeed is by having a happy, motivated and healthy team. We offer the following benefits:

* Healthcare Insurance: Zero Hash covers roughly 100% of employee premiums as well as a portion of spouse/children

* Vision & Dental Insurance

* Mental Health and Wellness Program

* Equity Ownership and Early Exercise

* Maternity & Paternity Leave

* Educational budget of $1000

* WFH stipend of $500

* WeWork All Access Membership

* Visa Sponsorship

* 401k

**The Zero Hash Culture**

All Zero Hash employees are guided by the following characteristics and core principles:

* Independence/Ownership - An ability to work autonomously. Join Zero Hash, pitch ideas, and shape the work you do.

* Passion - We are innovating quickly and challenging the status quo. We want you to think big, be creative and ?make a difference every day.

* Collaborative - A good attitude and respect for others. Were teammates, not co-workers. Everything we do is a shared success and equally a shared failure - we talk in terms of we not me.

* Initiative - An ability and passion for learning and asking questions. We will champion you, challenge you and push you to achieve your best - and we expect you to do the same.

* Empathy - An ability to listen, respect, and understand your co-workers, customers, and everyone you interact with no matter how different they are to you.

* Adaptability - An ability to respond quickly. We are in a fast-paced industry and so we expect you to be creative when solving a new problem and comfortable under pressure.

* Transparency - We believe that transparency is critical to empowering everyone to make the best decisions, both the company to its people and vice versa.

* Integrity - Integrity creates trust. As both an organization collectively and as individuals, it is our most valuable asset.

**Follow us**

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