PlasBit

Customer Experience Operations

People Operations - Remotes - Full Time

PlasBit was founded in 2020, We believe blockchain technology has the potential to revolutionize the financial industry and cryptocurrency technology allows us to build a more free and open financial system that enables the rights of people to control their own labor and property.

We are bitcoin payment processor, serving businesses on 6 continents. We’ve created a seamless, secure payment experience used daily by hundreds of thousands of users.

Imagine yourself contributing to the development of one of the most dynamic Blockchain FinTech companies in the world, re-defining how financial services are conducted.

This is what it means to be a part of team plasbit.

As a Senior Manager, Customer Experience Operations, you’ll be fully responsible for leading a team of experienced customer support professionals to provide a world class experience for our Retail customers. You will be responsible for the delivery and execution of customer support, which entails building, growing and managing a high performing and diverse team across multiple locations. You will work with other global leaders, internal stakeholders and BPO partners to achieve a seamless customer experience and scale in a thoughtful, effective way.

What you’ll be doing (ie. job duties):

Responsible for leading global Customer Experience Operations responsible for serving our customers across multiple issue types and channels.
Manage and lead a high performing support team, anchored by standard methodologies within the financial services and technology industries globally.
Be a thought leader for how to provide a world class experience for our customers.
Work with senior management across internal support teams, business unit partners and business process outsourcing vendor partners to achieve service level agreements and enable CX innovation.
Shape strategy for optimizing existing workflows, operationalizing product and policy launches, and building effective feedback loops.
Handle partnerships and serve as an escalation point with various departments within plasbit, including (but not limited to) product, engineering, legal and security.
Attend monthly and quarterly vendor business reviews to stay abreast and accountable of performance across all tiers of support.
Utilize an in-depth understanding of metrics to drive data-centric business decisions.
Thoughtfully delegate tactical responsibilities and set performance expectations across the organization.
Focus on growth opportunities throughout the organization, including development of managers and leads and learning opportunities across multiple subject areas.
Continuously add value through effective project management, laser focused prioritization and efficient execution.

What we look for in you (ie. job requirements):

Motivated by plasbit’s mission and crafting a seamless support experience for our global customer base.
Minimum of 8 years of relevant experience in financial services, technology and/or customer support, with experience in delivering value differentiated support strategies a benefit
Minimum of 6 years of direct management experience.
Familiarity with banking regulations, payment processes, compliance, consumer and/or institutional operations.
Experience building support strategies and scaling teams across multiple workflows and various channels of support, including voice, email, social and chat.
Experience with partner management and maintaining cross functional partnerships both vertically and horizontally.
Ability to effectively communicate cross functionally and globally.
Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
Travel requirements up to 10% to PlasBit offices and vendor locations (depending on business need).
Fluency in spoken and written English

Nice to haves:

Experience in project management, analytics and/or vendor management.
Advanced degree in business, finance or CX.
Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.
Proficiency in another language (non-English)

PlasBit is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to hr@plasbit.com and let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here). Please contact hr@plasbit.com for additional information or to request accommodations.

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Apply: Customer Experience Operations

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