Director of Customer Experience for Fiat and Digital Asset Payments

2 weeks ago


Chicago, Illinois, United States The Zero Hash Full time
About the Role

We are seeking a highly skilled and experienced Director of Customer Experience to lead our retail customer experience and support operations as we experience significant organizational growth.

The successful candidate will be responsible for building and leading a team that delivers a seamless customer experience across all stages and touchpoints in the customer journey with passion, collaboration, and data.

The Director of CX will report directly to the Chief Client Officer and will be responsible for managing and scaling tier one support, developing standard operating procedures, and capturing and analyzing customer support KPI metrics.

Responsibilities
  • Manage and scale tier one support, including technical support, complaint management, disputes tracking, and inbound privacy issues.
  • Develop and implement standard operating procedures for the interaction between Settlement Operations and Compliance.
  • Capture and analyze customer support KPI metrics, including customer satisfaction score, total Zendesk tickets, and first contact resolution.
  • Lead the team in delivering a seamless customer experience across all stages and touchpoints in the customer journey.
Requirements
  • Experience in scaling a team/department and managing remote teams across time zones.
  • Outsourcing call center support experience.
  • Experience in fintech/payments and crypto preferred.
  • Understanding of ACH and credit card flows.
Benefits

We offer a comprehensive benefits package, including healthcare insurance, vision and dental insurance, mental health and wellness program, equity ownership, maternity and paternity leave, educational budget, WFH stipend, WeWork All Access Membership, and visa sponsorship.

About Zero Hash

Zero Hash is a fast-paced and innovative company that values independence, passion, collaboration, initiative, empathy, adaptability, transparency, and integrity.



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