Customer Service Manager (Crypto)
What you'll do
- Lead, mentor, and manage a global customer support team across multiple time zones and languages, ensuring consistent, high-quality service delivery.
- Own team OKRs and KPIs; analyze performance trends and make strategic adjustments to meet targets.
- Respond promptly and professionally to critical escalations and customer complaints, including those surfaced on social media or public channels.
- Collaborate cross-functionally with Product, Operations, Risk, Compliance, and Engineering to improve user experience and resolve complex issues.
- Develop, optimize, and innovate customer service processes, SOPs, and workflows to improve efficiency and scalability.
- Produce clear, data-driven reports and business updates for internal stakeholders and senior leadership.
- Drive the adoption and improvement of self-service tools and automation, including Help Center, AI bots, and feedback loops.
- Ensure service continuity during high-pressure situations, such as security incidents, large-scale system outages, or time-sensitive product launches.
What you'll need
- At least 5-8 years of experience in a senior leadership role within customer support or customer experience.
- Proven track record of managing teams of 100+ people across regions and cultures.
- Experience working in high-pressure, fast-paced environments, with strong crisis management capabilities.
- Strong familiarity with customer service platforms such as Zendesk or equivalent.
- Demonstrated data analysis, operational insight, and performance reporting abilities.
- Excellent communication skills, both verbal and written; fluent in English (additional languages are a plus).
- Strong leadership and people management skills, with a focus on coaching, motivation, and retention.
- Deep understanding of cross-cultural dynamics and timezone management in global teams.
- Preferred background in Crypto, Fintech, or SaaS industries.
- Comfortable with flexible work schedules, including late nights or weekends to support global operations as needed.
Preferred Qualifications
- Experience leading customer support during product roll outs, system outages, or PR sensitive incidents.
- Prior exposure to self-service/automation strategies such as AI chatbots, RPA (Robotic Process Automation), or smart routing.
- Background in compliance-heavy environments with experience navigating regulatory or risk-related conversations.
- Hands-on experience with OKR management tools, workforce management systems, and reporting dashboards.
Selby Jennings is a Trading Style of Phaidon International (License number R1871443)
FAQs
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