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Longhash

CX Manager

ether.fi

ether.fi

Toronto, ON, Canada
Posted on Tuesday, April 16, 2024
About Us
ether.fi is a rapidly growing Ethereum liquid staking protocol where stakeholders retain control of their assets. The company is just a year in with a thriving community and a TVL of $6B+. Protocol information can be found here.
Position Overview
We are seeking a passionate and experienced Customer Experience (CX) Manager to join our team. In this role you will be responsible for ensuring exceptional customer service and satisfaction across all touch points. This includes overseeing the handling of support tickets, providing technical support, and collaborating with various teams to improve the overall user experience. This is an onsite hybrid role based out of one of our North American offices (Toronto, Denver, Grand Cayman).

Key Responsibilities

  • Act as a hands-on leader in managing the CX team, ensuring ample support to our users
  • Oversee the resolution of support tickets efficiently, providing technical support
  • Build and regularly review processes to ensure organizational efficiency
  • Gather and analyze customer feedback from various channels, providing actionable insights to product and development teams
  • Provide thought leadership and supervision in a live-support environment
  • Develop and maintain a knowledge base and FAQs to assist users with common issues
  • Respond to community inquiries, concerns, and feedback in a timely and professional manner

Qualifications

  • Proven experience as a CX Manager, Community Manager, or similar role in the crypto or tech industry
  • Strong understanding of blockchain technology, DeFi, and the crypto ecosystem
  • You’re familiar with modern ticketing, customer engagement, and content/knowledge management solutions within customer service environments (e.g. Mava, Zendesk, Desk.com, Help Scout)
  • You’re familiar with managing crypto-specific communities on Discord
  • You’re a builder and enjoy coming up with new ideas. You have a startup mindset
  • You love learning a product inside and out, and educating customers on exciting new features and industry best practices
  • Excellent communication and interpersonal skills
  • Analytical mindset with the ability to gather and interpret customer data
  • Ability to work independently and as part of a team in a fast-paced, distributed, global environment

Benefits

  • Competitive salary and equity offerings
  • Opportunity to work with cutting-edge technology in the digital asset industry
  • Professional development and training opportunities
  • Collaborative and inclusive work culture
  • Exciting company events and team-building off-sites