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POSTED Mar 22, 2019

London   💬 Community   📆 Full-time

at Mode

Active 2 months ago

At Mode, we will soon be launching a lending solution enabling businesses and individuals to unlock the value of their long-term cryptocurrency investments without selling.

By taking out a loan, customers can make real-life transactions ranging from financing their business operations to paying off bills, while retaining the full upside of their holdings.

To find out more visit our website or get in touch.

Job Description

MODE is a large, Central London-based FinTech project with a very ambitious and exciting goal; to build the first fully regulated, crypto-friendly bank in the UK.

We are looking for a Community Support Lead to join our team in preparation for our big launch in spring 2019. This is a strategically important role for us, being the bridge between the customers/community and the product team, and a person who will, to a large extent, define our community interactions and strategy.

As a Lead, you will develop the community support strategy that ensures high levels of customer satisfaction and customer retention, help to utilise the feedback from the community to continuously improve our product and ensure exceptional customer satisfaction.


Build and run the company’s global community support operations
Liaise with the Product team to utilise customer feedback to guide the product strategy
Develop and maintain a robust internal/external knowledge-base
Provide our community with an outstanding customer experience
Liaise with the tech team to resolve technical issues in a timely and efficient manner

Desirable Experience:

Experience working in an early stage startup environment, preferably in the FinTech space
Excellent verbal and written communication skills
Prior customer support experience and improving SLAs
Experience using new customer support platforms (i.e. ZenDesk, FreshDesk)
Familiarity with the basic set of social media platforms: Facebook, Twitter, Telegram, et al
Proven people management skills
Understanding of basic principles of operation of blockchain and cryptocurrencies will be a plus
Experience in data analysis and reporting
Exceptional technical issue resolution skills
Bachelor’s Degree or similar
Fluent in English and at least one other European language

Salary range

25k - 50k + equity

Job is filled

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Mar 22, 2019 ✅ 55 👁 452
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