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Customer & community support manager

Intermediate | Full-time

We are looking for a professional who will be an integral part of the marketing department and lead our customer support service together with community management support.

Take your first steps in the dynamic and exciting world of Blockchain and Cryptocurrencies.  

Blox is developing cutting-edge technologies to help support all sorts of business interactions between the ‘real’ world and the economy of the future. You will be helping and supporting some of the leading blockchain companies in the world who are using Bloxs’ platform.

Join the most dynamic and exciting department in the company where you’ll help shape our image, brand, tone of voice and product.

· Become an expert user of Blox: Understand the different features and their use cases for different customers/ buyer ‘personas’ and roles

· Lead Blox B2B customer support

· Standardize support/QA/product processes

· Determine goals / SLAs / KPIs

· Customer support automation processes and systems implementations (Zendesk, Intercom, etc.)

· Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution

·  Resolve customer complaints via calls, email, or social media

· Gain insights into customer use, behavior and buyer ‘personas’

· Be the focal point for all inquiries/issues throughout Blox’s channels (Facebook, Twitter, Telegram, App stores, Support inbox, etc.)

· Help create customer service content such as case studies, videos, tutorials, and blog posts

· Collaborate with the different teams in the company (Sales, Product, QA, R&D) for better communication throughout our customer support channels and unified messaging

Requirements:

· Excellent written and oral English skills – A MUST!

· Excellent people and management skills to interact with customers, staff, colleagues, cross-functional teams and third parties. Team player! – A MUST!

· 2+ years of similar experience / proven experience as a Customer Support Manager

· Comfortable using collaboration and CRM / product tools such as Mixpanel, Salesforce (working with Mixpanel – Advantage), Intercom, Zendesk, etc.

· A “go the extra mile” attitude for our clients!

· Customer orientation and ability to adapt/respond to different types of characters/personalities

· Independent, with the ability to multitask, prioritize and manage time effectively

· Ability to work with different teams and different time zones

· Can work under tight schedules and a very dynamic, fast-paced environment

· Cryptocurrency / Blockchain / Finance knowledge – Big Advantage

About Blox

Blox is the next generation platform for managing & tracking crypto assets, suited for companies and individuals.

Illustration with a up/down watchlist board, alert bubble and comment box, for Blox's dashboard interface