Blockchain is the world’s leading software platform for digital assets. Offering the largest production blockchain platform in the world, we share the passion to code, create, and ultimately build an open, accessible and fair financial future, one piece of software at a time.

Team Description 

At Blockchain.com, we aim to put our customers at the center of everything we do. The Customer Success team is at the forefront of delivering seamless support experiences and customer enablement to our rapidly growing, global customer base. 

Role Description

We’re seeking a team lead for our Customer Experience (CX) team to help us provide best-in-class support for Blockchain.com customers.

Reporting to the VP Customer Experience, you’ll be responsible for managing a team of high performing agents while ensuring the seamless operation of Blockchain.com’s day-to-day support needs and fostering cross-functional collaboration to implement initiatives that elevate processes, refine service delivery, and contribute to the overarching goals of the CX team. The role requires a sophisticated understanding of customer-centric methodologies, a strategic mindset for process improvement, and the ability to communicate effectively with both the CX team and leadership. As a crucial liaison between frontline support and upper management, the Customer Experience Team Lead will contribute significantly to the realization of Blockchain.com’s vision for exceptional customer interactions and satisfaction.

WHAT YOU WILL DO:

• Manage Blockchain.com’s technical support team for prompt, accurate and empathetic customer responses 
• Support and coach your team through team meetings, regular 1:1s, and continuous feedback.
• Ensure team adherence to quality standards, organizational SLAs and KPIs.
• Monitor and enhance customer satisfaction, identifying improvement opportunities and driving changes to enhance existing processes.
• Create and analyze reports on team performance, customer trends, and productivity metrics; communicate insights/recommendations to appropriate stakeholders for improvement.
• Lead cross-functional projects focusing on process development, quality assurance and scalability.
• Establish a streamlined interaction system between first and second lines of support
• Define and update team strategy with OKRs, health metrics, and SLAs, using data for actionable insights.
• Serve as the escalation point for complex customer issues, collaborating with the technical teams to analyze root cause analysis and determine resolution paths.  
• Partner with CS Operations to maintain support tools and optimize support delivery.
• Strategize talent acquisition and retention, aligning with organizational growth needs.
• Collaborate frequently with Product and Engineering teams, providing insights and customer feedback to drive engagement strategies and product improvements.
• Stay updated on our products and services, as well as the latest developments in crypto.

Experience & Skills We’re Looking For:

• 5+ years of support experience, 2+ years in a leadership role, preferably in crypto or Web3.
• Strong customer-first mindset, with an ability to decipher and trend customer needs. 
•  
• Results-oriented mindset with a focus on holding team members accountable for job performance and achieving KPIs and SLAs
• Experienced collaborating with cross-functional partners including Product, Engineering, Finance, and Compliance, to build deliverables and resolve customer issues
• Data-minded, comfortable using data for informed decision-making.
• Superior knowledge of support tools; Zendesk experience is a plus.
• Ability to lead group “root cause” problem-solving activities and rapidly develop countermeasures.
• Ability to understand complex systems and distill into clear operational processes
• Drives impact while prioritizing and balancing competing needs
• Clear, concise, and practical communication skills in English.
• Solution-oriented with a positive mindset
• Strong desire to take initiative; you thrive on change and are comfortable with ambiguity and fast-paced environments. 
• Able to work a flexible schedule occasionally, including weekday, weekend, and/or holiday hours.

Compensation & Perks:

• Full-time salary based on experience and meaningful equity in an industry-leading company
• Hybrid model working from home & awesome office location in the heart of London 
• Unlimited vacation policy; work hard and take time when you need it
• Apple equipment
• The opportunity to be a key player and build your career at a rapidly expanding, global technology company in an emerging field
• Flexible work culture  

Blockchain is committed to diversity and inclusion in the workplace and is proud to be an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, religion, color, national origin, gender, gender expression, sex, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by law. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, and apprenticeship. Blockchain makes hiring decisions based solely on qualifications, merit, and business need at the time.