Manager, Customer Care

Circle logoCircle

Feb 26

Circle is a global crypto finance company, built on blockchain technology, powered by crypto assets, and dedicated to helping people and institutions create and share value globally. With our suite of products, we enable our customers to send and receive money around the world easily, as well as invest in and trade crypto assets.

What you’ll be responsible for:

You will be joining our team that is experiencing significant growth and assisting us in expanding our Customer Care organization in EMEA. We’re looking for an independent, self-motivated, proactive, results-oriented and influential person to join our amazing team. You’ll play a critical role focused on helping us scale and deliver exceptional service to all of our customers around the world. From resolving general inquiries to troubleshooting complex technical issues, you and your team will partner with a variety of internal stakeholders to assist customers with their needs. You will also be a key member of the Customer Support leadership team tasked with evolving our support model, optimizing our support flows and procedures to ultimately deliver outstanding customer experiences.

What you'll work on:

  • Recruiting, hiring, training, developing and coaching a team of amazing Customer Support representatives.
  • Creating and delivering strategic plans for Customer Care in EMEA.
  • Helping to develop and publish policies and procedures for the Customer Support organization.
  • Ensuring that all Circle customers are delighted with the service provided by the support team.
  • Optimizing the support flows and tools used for tracking and responding to customers.
  • Managing a team of outstanding people who care deeply for customers 24/7/365.
  • Defining and maintaining SLAs for all issue types and priorities, handling critical escalations, and providing incident reports to customers.
  • Reporting regularly to internal stakeholders on customer support operations and working with customer success managers and sales account executives on customer-related initiatives.
  • Partnering closely with peers in other regional locations to ensure continuity of service.

You will aspire to our four core values:

  • Multistakeholder - you have dedication and commitment to our customers, shareholders, employees and families and local communities.
  • Mindful - you seek to be respectful, an active listener and to pay attention to detail.  
  • Driven by Excellence - you are driven by our mission and our passion for customer success which means you relentlessly pursue excellence, that you do not tolerate mediocrity and you work intensely to achieve your goals. 
  • High Integrity - you seek open and honest communication, and you hold yourself to very high moral and ethical standards.  You reject manipulation, dishonesty and intolerance.

What you'll bring to Circle:

  • You care deeply about the customer experience and strive to refine your craft every day.
  • You are motivated and passionate in the pursuit of helping people do their very best work.
  • 7+ years experience in customer experience or customer support roles.
  • 1+ years of managerial experience, preferably managing support teams.
  • Experience building, operating and enhancing 24x7x365 customer support teams.
  • You have experience in managing a growing team. 
  • Knowledge of software solutions such as Salesforce ServiceCloud, JIRA, and PagerDuty.
  • Ability to work cross-functionally  whilst  articulating complex problems clearly to multiple stakeholders. 
  • The ability to thrive in a fast paced environment with high level of autonomy and responsibility.
  • Experience working with Customer Success and Sales teams on customer engagements.
  • Track record of achieving high levels of customer satisfaction and operational excellence.
  • You have a passion and talent for writing along with excellent verbal communication skills.
  • Proficiency in Google Suite, Slack and Apple MacOS preferred. 

Listed in: Crypto Jobs, Remote Crypto Jobs, Web3 Crypto Jobs, Sales Web3 Jobs, Operations Web3 Jobs, Manager Crypto Jobs, Customer Support Crypto Jobs, Full Time Crypto Jobs.

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