Senior Director @ Circle

Senior Director

Global Customer Care

Posted on 3/11/2023

INACTIVE

Locations

Remote • Dorchester, Boston, MA, USA

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Customer Service

Communications

Requirements

13+ years of professional experience in customer support in finance and/or technology
7+ years of management experience leading a global customer service organization
A proven track record of delivering exceptional service for customers in enterprise B2B organizations
Experience building, operating and enhancing 24x7x365 customer support teams
Awareness of blockchain technologies is highly preferred
Experience coaching and mentoring leaders within an organization
Experience working cross-functionally and articulating complex problems clearly
A passion and talent for writing along with excellent verbal communication skills
Exceptional business acumen coupled with high emotional intelligence
Experience/familiarity with Slack, Apple MacOS and GSuite

Responsibilities

Building a robust organization serving various customer verticals worldwide
Leading, motivating and inspiring the organization around our mission
Developing and managing the operations that focus on serving customers with care
Actively partnering with stakeholders to deliver an outstanding customer experience
Owning our customer incident management process and standards along with being on call
Helping to define the technology stack needed to meet our rapid growth
Multistakeholder - you have dedication and commitment to our customers, shareholders, employees and families and local communities
Mindful - you seek to be respectful, an active listener and to pay attention to detail
Driven by Excellence - you are driven by our mission and our passion for customer success which means you relentlessly pursue excellence, that you do not tolerate mediocrity and you work intensely to achieve your goals
High Integrity - you seek open and honest communication, and you hold yourself to very high moral and ethical standards. You reject manipulation, dishonesty and intolerance

Circle is a global financial technology firm that enables businesses of all sizes to harness the power of digital currency and public blockchains for payments, commerce and financial applications worldwide. Circle platforms and products provide a suite of internet-native financial services for payments, treasury infrastructure and capital formation. Circle is also a principal developer of USD Coin (USDC), which has become the fastest growing dollar digital currency in the world. USDC has grown to over 44+ billion in circulation and supported over $1.7+ trillion in transactions in the past year. Circle’s payments and treasury infrastructure services available through the Circle Account and APIs helps bridge the legacy financial system and digital currency and blockchain based finance. Combined, Circle’s suite of services helps companies to participate in a more open, global and inclusive financial system.

What you’ll be part of:

With the mission “To raise global economic prosperity through the frictionless exchange of value,” Circle was founded on the belief that the internet, blockchains and digital currency will rewire the global economic system, creating a fundamentally more open, inclusive, efficient and integrated world economy. We envision a global economy where people and businesses everywhere can more freely connect and transact with each other with new technologies for digital money and internet-native finance. We believe such a system can raise prosperity for people and companies everywhere. Our mission is powered by the values we espouse and which we expect all Circlers to respect. We are Multistakeholder, serving the needs of our customers, our shareholders, our employees and families, our local communities and our world. Furthermore, we are also Mindful, Driven by Excellence, and High Integrity.

What you’ll be responsible for:

Our customers are truly at the center of all that we do here at Circle. With that in mind this is a vital role and one that has a far reaching impact across the business. Responsibilities will include evolving our 24/7 global strategy, driving innovation in our operations, and leading a team that is distributed across our key regions. It cannot be overstated enough that we are working to push the boundaries of what it truly means to deliver a quality service in every single customer interaction. We’re looking for a leader who thrives in a fast paced and dynamic environment and leads with authenticity, empathy and care.

What you’ll work on:

Building a robust organization serving various customer verticals worldwide.
Leading, motivating and inspiring the organization around our mission.
Developing and managing the operations that focus on serving customers with care.
Actively partnering with stakeholders to deliver an outstanding customer experience.
Owning our customer incident management process and standards along with being on call.
Helping to define the technology stack needed to meet our rapid growth.

You will aspire to our four core values:

Multistakeholder - you have dedication and commitment to our customers, shareholders, employees and families and local communities.
Mindful - you seek to be respectful, an active listener and to pay attention to detail.
Driven by Excellence - you are driven by our mission and our passion for customer success which means you relentlessly pursue excellence, that you do not tolerate mediocrity and you work intensely to achieve your goals.
High Integrity - you seek open and honest communication, and you hold yourself to very high moral and ethical standards. You reject manipulation, dishonesty and intolerance.

What you’ll bring to Circle:

13+ years of professional experience in customer support in finance and/or technology.
7+ years of management experience leading a global customer service organization.
A proven track record of delivering exceptional service for customers in enterprise B2B organizations.
Experience building, operating and enhancing 24x7x365 customer support teams.
Awareness of blockchain technologies is highly preferred.
Experience coaching and mentoring leaders within an organization.
Experience working cross-functionally and articulating complex problems clearly.
A passion and talent for writing along with excellent verbal communication skills.
Exceptional business acumen coupled with high emotional intelligence.
Experience/familiarity with Slack, Apple MacOS and GSuite.

Additional Information:

This position is eligible for day-one PERM sponsorship for qualified candidates.

Circle is on a mission to create an inclusive financial future, with transparency at our core. We consider a wide variety of elements when crafting our compensation ranges and total compensation packages.

The compensation range below is specific to Boston, MA. Actual starting pay is determined by various factors, including but not limited to: relevant experience, skill set, qualifications, and other business and organizational needs. Please note that compensation ranges may differ for candidates in other locations.

Base Pay Range: $190,000 - $275,000

Annual Bonus Target: 25%

Also Included: Equity & Benefits (including medical, dental, vision and 401(k)). Circle has a discretionary vacation policy. We also provide 10 days of paid sick leave per year and 11 paid holidays per year in the U.S.

We are an equal opportunity employer and value diversity at Circle. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

#LI-Remote

201-500 employees

Website

Platform for businesses to accept payments and send payouts

Company Overview

Circle's mission is to raise global economic prosperity through programmable internet commerce. The company is a global financial technology firm that’s at the center of digital currency innovation and open financial infrastructure.

Benefits

Paid time off - We offer flexible paid time off — take what you need as long as it works with you and your team, and all Circle employees get mobile phone and home office reimbursements.
Health coverage - No matter where you live, we offer a market competitive suite of benefits. Enroll in health, dental, vision, disability, and life insurances, and Circle covers some or all of the premiums.
Invested in your future - All U.S. full-time and part-time employees enjoy 401(k) and pensions (with 4% company match if you contribute 5% or more), and share Circle’s success via company equity awards.
Learning & development - Your individual growth and development is important to us and we provide the resources to help you grow your career while at Circle.

Company Core Values

We are Multistakeholder - As an institution, we exist in a broad stakeholder context, which means that we must organize, incentivize and measure ourselves against meeting the needs of all of our stakeholders — our customers, our shareholders, our employees and families, our local communities and our world.
We are Mindful - We seek to be present and aware, to be respectful, active listeners (with each other and with our customers alike), and to pay attention to detail. We don’t rush to judgement, and when we are swept up by strong emotions we patiently observe and acknowledge them and try to not just react. Our mindfulness leads to better understanding, and more respectful, careful and deliberate choices.
We are Driven by Excellence - We are driven by our mission and our passion for customer success. Being driven also means that we relentlessly pursue excellence, that we do not tolerate mediocrity, that we reward based on merit, and that we work intensely to achieve our goals. Being driven doesn’t mean that we are assholes and plough over people or tolerate a culture of aggressiveness. We are a team. Part of our drive is to bring everyone along in our collective achievement.
We are High Integrity - We seek open and honest communication, and hold ourselves to very high moral and ethical standards. When we say we will do something, we do it. When we are having difficulty and need help, we talk about it. We treat each other and our customers with the utmost respect. We reject manipulation, dishonesty and intolerance. We welcome vulnerability and uncertainty, which needs to be listened to in order to bring people along, and helps us to constantly learn and improve. Our customers and partners implicitly experience us as high integrity, and our customer centric choices demonstrate this to them again and again.