Experienced Operations Lead - Customer Support for Global Cryptocurrency Data Platform

Introduction to blithequark

blithequark is a pioneering force in the cryptocurrency and blockchain industry, dedicated to providing unparalleled data tracking and insights to the global community. With a strong foundation established since 2014, blithequark has grown to become the world's largest cryptocurrency data platform, tracking over 10,000 tokens across more than 400 exchanges, and serving over 300 million page views in more than 100 countries. Our mission is to empower the future of finance by bringing greater financial and economic freedom worldwide through cryptocurrency and blockchain technology.

About the Role

We are seeking an exceptional Operations Lead - Customer Support to join our team at blithequark. As a key member of our operations team, you will be responsible for leading the customer support function, ensuring that our users, token/NFT projects, and exchanges receive timely, consistent, and high-quality support. You will oversee the development and implementation of operational processes, lead a team of support specialists, and foster strong relationships with our community and partners.

Key Responsibilities

• Customer Support: Lead the team in providing excellent, timely, and consistent frontline support to users, token/NFT projects, and exchanges within specified SLAs. Ensure thorough and effective diagnoses to resolve issues through dedicated channels (Zendesk/Telegram/email/etc.).
• Operational Efficiency: Oversee internal workflows for customer support and implement best practices to ensure consistent and accurate responses. Develop, improve, and implement scalable processes and playbooks to streamline operations and maintain quality.
• Team Leadership & Development: Lead and mentor the team, fostering technical expertise and professional growth. Set clear goals, track performance, and ensure alignment with organizational objectives.
• Community Management: Develop and nurture strong relationships with existing customers, token/NFT project teams, exchanges, and partners to build an active and engaged community. Lead community support activities on platforms like Telegram, Reddit, Discord, etc.
• Problem Solving: Diagnose potential issues raised by the team, solve problems, and escalate to the management team where necessary. Lead the team to monitor sentiments and gather relevant feedback for stakeholders.
• Reporting: Keep track, analyze, and report on performance metrics to identify opportunities for improvement and optimization. Provide regular feedback on performance metrics and effectively communicate learnings and next steps with the team and business stakeholders.
• Ops Vendor Management: Proficient in the end-to-end process of any ops-related vendor acquisition, including sourcing for vendors, evaluating vendor proposals, and preparing cost-benefit analysis before giving a final recommendation.
• Team Growth & Engagement: Lead the hiring process of your department and contribute to hiring best practices. Interview new candidates and discern their technical/soft skills to determine if they are a good fit.
• Strategy & Outcomes: Strategize a long-term Operations vision, aligning with company OKRs and business goals. Articulate the vision and obtain buy-ins with the team and related stakeholders. Rally team members to execute the vision to meet overall business goals, while delivering value to users.

What We Look for in You

To succeed in this role, you should have:

• Proven Track Record: 8-10 years of experience in customer support roles, preferably in the fintech industry or start-up environment.
• Leadership Experience: A proven track record of leading a small team and successfully managing and coaching them to level up, including closing knowledge gaps and increasing technical expertise.
• Operations Skills: Deep, substantial expertise in at least three areas of the Operations function, such as Coin/Token and NFT Curation, External Support, Exchange Addition/Info Update, Internal Operations, Community Management, etc.
• Industry Knowledge: Excellent conceptual knowledge of everything related to blockchain, cryptocurrency, NFT, web3, and metaverse topics. You should have used Dapps, exchanges, and other web3-related products.
• Proficient in CRM and Blockchain Analytics Tools: Highly proficient in using CRM and automation tools (e.g., Zendesk) and having an excellent command of research tools such as Blockchain Explorers, DEX data aggregators, web analytics, etc.
• Customer-Oriented: A genuine passion for providing positive, timely, and professional customer experiences.
• Entrepreneurial: Self-motivated, resourceful, and having an entrepreneurial mindset with the ability to succeed in a fast-paced and highly agile environment.
• Analytical & Data-Driven: Curious about data and able to tell stories using data.
• Operational Excellence: A keen eye for detail and an exceptionally high bar for accuracy and quality. You should also hold your team to similar standards in their work.

What We Offer

At blithequark, we offer a unique and dynamic work environment that fosters growth, innovation, and collaboration. Our perks include:

• Remote Work Flexibility: Work wherever you feel most productive. We also provide office space if you ever feel like meeting your colleagues in person.
• Flexible Working Hours: No 9-5 structure, work the hours you need to get your tasks done.
• Comprehensive Insurance Coverage: We provide life, medical, and critical illness insurance.
• Virtual Share Options: You'll be entitled to virtual options, with terms and conditions.
• Bonus: You’ll be entitled to a bonus, with terms and conditions.
• Parking Allowance: A monthly fixed allowance to ease the cost of traveling.
• Meal Allowance: A monthly fixed allowance to subsidize the cost of your meals.
• Learning Allowance: An annual budget to help you continuously learn in the pursuit of your professional and personal development.
• Social Activity Allowance: We subsidize a portion of the cost for social activities with your colleagues.
• Annual Company Offsite: We gather once a year to meet each other in person, reflect on the year, and partake in social activities!

Conclusion

If you are a motivated and experienced operations professional looking to join a dynamic and innovative company, we encourage you to apply for this exciting opportunity. At blithequark, we are committed to fostering a culture of excellence, collaboration, and growth, and we look forward to welcoming you to our team.

Apply now to become a part of blithequark's journey to shape the future of finance!