Customer Support Manager

Job Description

Lead and Develop the Team: Manage, coach, and upskill a team of four Customer Support Specialists, setting clear goals and fostering a collaborative environment. Customer Escalation Management: Handle escalations involving clients, guiding them through troubleshooting and ensuring swift resolution of their issues. Zendesk Power User: Utilize your expertise in Zendesk to optimize workflows, manage tickets, and maintain a high standard of customer support. Cross-Functional Collaboration: Work closely with product and engineering teams to escalate and resolve complex technical issues. Process Improvement: Continuously refine and improve support processes to enhance efficiency and customer satisfaction in a fast-paced startup environment. Reporting and Analytics: Generate weekly and monthly reports on customer support activity, providing insights and recommendations to the Head of Customer Success Legal and Compliance Management: Oversee the management of legal notices related to copyright infringement and fraudulent activity on the platform. Lead and Develop the Team: Manage, coach, and upskill a team of four Customer Support Specialists, setting clear goals and fostering a collaborative environment. Customer Escalation Management: Handle escalations involving clients, guiding them through troubleshooting and ensuring swift resolution of their issues. Zendesk Power User: Utilize your expertise in Zendesk to optimize workflows, manage tickets, and maintain a high standard of customer support. Cross-Functional Collaboration: Work closely with product and engineering teams to escalate and resolve complex technical issues. Process Improvement: Continuously refine and improve support processes to enhance efficiency and customer satisfaction in a fast-paced startup environment. Reporting and Analytics: Generate weekly and monthly reports on customer support activity, providing insights and recommendations to the Head of Customer Success Legal and Compliance Management: Oversee the management of legal notices related to copyright infringement and fraudulent activity on the platform. Experience: Must have 3+ years in a management role within customer support, customer success, or a similar field, with a proven track record of leading teams. Leadership: Strong leadership skills with the ability to inspire, coach, and develop a team. Escalation Management: Confident in handling high-pressure situations and providing clear guidance to clients during escalations Technical Proficiency: Extensive experience with Zendesk and familiarity with other tools like JIRA and notion. Communication: Exceptional written and verbal communication skills in English Customer-Centric Mindset: A deep commitment to delivering outstanding customer experiences and understanding customer needs Web3 Knowledge: An understanding of Web3 culture and the NFT market is a plus but not 100% needed. Location: Ideally based in our Lisbon office at least 2 days a week, but remote work is considered for candidates in EU and East coast US timezones. Experience: Must have 3+ years in a management role within customer support, customer success, or a similar field, with a proven track record of leading teams. Leadership: Strong leadership skills with the ability to inspire, coach, and develop a team. Escalation Management: Confident in handling high-pressure situations and providing clear guidance to clients during escalations Technical Proficiency: Extensive experience with Zendesk and familiarity with other tools like JIRA and notion. Communication: Exceptional written and verbal communication skills in English Customer-Centric Mindset: A deep commitment to delivering outstanding customer experiences and understanding customer needs Web3 Knowledge: An understanding of Web3 culture and the NFT market is a plus but not 100% needed. Location: Ideally based in our Lisbon office at least 2 days a week, but remote work is considered for candidates in EU and East coast US timezones. Global Impact: Contribute to a rapidly expanding global organization at the forefront of Web 3 innovation. Well-being: Unlimited paid days off policy to prioritize your own rest and relaxation. Healthcare perks for US employees Ownership: Stock options and RARI Token grants, empowering you to be a part of our success story. Resources: Access to top-notch hardware and software tailored to your role's requirements. Remote or Hybrid working - We have an office in Lisbon or New York. Global Impact: Contribute to a rapidly expanding global organization at the forefront of Web 3 innovation. Well-being: Unlimited paid days off policy to prioritize your own rest and relaxation. Healthcare perks for US employees Ownership: Stock options and RARI Token grants, empowering you to be a part of our success story. Resources: Access to top-notch hardware and software tailored to your role's requirements. Remote or Hybrid working - We have an office in Lisbon or New York. Apply Now:

Skills & Requirements

About Rarible

Rarible is a marketplace for buying, selling, and collecting non-fungible tokens (NFTs) on the Ethereum blockchain.