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Posted 9 months ago

Description

Do you believe Customer Support is the engine which drives trust, brand loyalty, and engagement leading to growth?


Do you think the mass-adoption of cryptocurrency will be impossible without companies building resources to make sure customers receive VIP or white glove support experience?


Exodus is looking for a VP of Community Support to make the best customer experience in crypto scalable, and a proven driver of cryptocurrency mass adoption.


As the Exodus VP of Community Support, you’ll be responsible for driving the long-term vision of the support department, all customer engagement pipelines, and leading a crack team of Community Support Engineers renowned for their empathy and relentless pursuit of customer success.


What You Will Do

Design and execute a long-term vision for becoming the best customer support experience in crypto.

Rapidly scale and lead a team of wallet support professionals dedicated to providing empathetic, 24/7 assistance across multiple engagement platforms.

Communicate and advocate for the needs of Exodus customers.

Identify and hire A-players.

Structure and implement a white-glove experience across all customer engagement platforms.

Identify and integrate key tools and enterprise services seamlessly.

Assess and optimize all self-service customer support products.

Measure key support metrics and turn learnings into positive actions for growth.

Interface with other department stakeholders to ensure that all support needs are addressed in the application.

Make the Exodus Community Support Department the career destination for aspiring crypto professionals worldwide.

Develop and maintain the support department budget and allocation of resources.

Who You Are

You are determined, empathetic, candid, and humble.

You are passionate about digital assets.

You have a great track record of managing high-performance, global customer support teams that run 24 hours a day, 7 days a week.

You have architected and delivered exceptional service to customers over multiple channels such as email, social media, Knowledge Base/self-service, Slack, Telegram, WeChat, Discord, and some that we have not even considered yet.

You have demonstrable experience scaling and leading diverse teams of talented individuals.

You know what it takes to track a team member’s growth from day 1 to year 5 and retain top talent.

You are experienced in interviewing and vetting A-players for remote support positions.

You speak English fluently and feel very comfortable on video-calls

You are organized and can comfortably manage multiple deadlines, complex deliverables, and team needs.

You have excellent references and a history of established relationships in former careers.

You are driven, curious, and tenacious in solving problems.

You have used Exodus and have exchanged digital assets inside the platform.

You are passionate about people and work to help them achieve their objectives.

You take responsibility for your actions.

Bonus: You can invite us to interact with a customer experience you architected yourself.


Salary and Payment

The VP of Community Support will make between 100k - 150k USD based on experience. All salaries are paid in Bitcoin. Below are general salary guidelines for this position.


100k :


You are a leader who can directly impact customer acquisition and retention.

You have no ego and are ready to dive into every nook and cranny of our support department to see what needs to be preserved, axed, or built.

You have a vision for what crypto customer support will look like in the future and you can articulate exactly how we will get there.

150k :


You fit everything in the 100k salary range.

This job will allow you to fulfill a plan that you’ve always wanted to put into action and you are ready to hit the ground running with a tried-and-true vision for increasing crypto adoption through customer success.

This is not your first time scaling a white-glove customer support team.

How To Apply

Send an email to [email protected] with a few words on what role customer success plays in cryptocurrency mass-adoption and why you would be the perfect fit for this position.

Include a link to a short (2 minute maximum) YouTube video (unlisted or private is fine) introducing yourself and showcasing the value you can provide to our team.

If you want to include a Resume/CV, make sure it is in PDF format.

Ensure the subject is "VP of Community Support - FIRSTNAME LASTNAME"