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.
Responsibilities:
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
Listed in: Cryptocurrency Jobs, .
Community Support Lead at Mode: FAQ
Where is the Community Support Lead role at Mode based?
The Community Support Lead role at Mode is based in London. Check the job description for any remote or hybrid options.
Is the Community Support Lead role at Mode full-time or contract?
Mode is hiring this Community Support Lead as a full time position.
How do I apply for the Community Support Lead role at Mode?
You can apply for the Community Support Lead role at Mode directly on this page using the Apply button. London candidates are welcome. Applications submitted through CryptoJobsList reach the employer directly.