Customer Service Manager

SAFEPAL LTD.

＄1.6-2.6K[Monthly]

Remote1-3 Yrs ExpBachelorFull-time

Open Country：Worldwide

Language Requirements：English | Chinese

Lead and Develop Team: Manage, mentor, and motivate a high-performing customer service team by overseeing service quality, providing constructive feedback, conducting performance evaluations, assigning tasks efficiently, and organizing training programs to ensure the team consistently delivers superior customer support and maintains high satisfaction levels.
Document and Knowledge Management: Create, update, and oversee customer support documentation, including external product guides, tutorials, and internal training materials, as well as response templates, ensuring they are accurate, accessible, and aligned with company standards.
Collaborate with Technical Teams: Work closely with the technical department to enhance and refine the customer support technical infrastructure, streamlining processes and driving operational efficiency.
Cross-Departmental Collaboration: Partner with internal teams such as marketing, sales, and product development to resolve complex customer issues, gather insights on customer needs and pain points, and offer recommendations for improving the overall product experience.
Customer and Stakeholder Relations: Serve as a representative of the company in customer-facing interactions, cultivating and nurturing strong relationships with key customers, partners, and industry stakeholders to promote brand loyalty and enhance the company’s reputation.

Minimum of 2 years of senior-level customer service experience, with at least 2-3 years of experience as a customer service leader in a Web3 exchange or similar blockchain-related platform.
Good understanding of blockchain technology and products, and familiarity with common customer issues in the Web3 space, such as wallet transfers, trading disputes, and regulatory compliance.
Fluent in English communications, both in written and verbal communications
Strong sense of responsibility and capabilities to work under pressure

Customer ServiceTeam ManagementCommunicationTime ManagementProblem-Solving