Customer Care Manager

Arsenault; Los Angeles (CA); Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive salary

Attractive equity position

Semi-annual token bonuses

Job summary

A growing fintech startup in Los Angeles is seeking an experienced Customer Care Manager to enhance customer experience and build effective support processes. Ideal candidates will have over 5 years of experience leading customer care teams in a fintech context, fluency in English, and a passion for blockchain technology. The position offers a competitive salary, equity opportunities, and a 99% remote work environment with occasional in-person meetings.

Qualifications

• 5+ years managing customer care teams for a fintech or neo-bank.
• Experience owning customer care training systems or projects.
• Interest in blockchain/cryptocurrency.

Responsibilities

• Lead your team to deliver outstanding customer experience.
• Serve as point for high priority requests or investigations.
• Create hiring plans and processes to scale your team.
• Build support processes with other departments.
• Advocate for customers and find long-term solutions.
• Develop training systems and customer tutorials.
• Supervise day-to-day operations and respond to issues.
• QA team work weekly for continuous improvement.
• Manage customer care departmental budget.
• Stay informed on industry techniques.

Skills

Managing customer care teams

Fluent in English (written and verbal)

Security and privacy focus

Tech savvy with new tools

Empathy and problem-solving

Tools

Zendesk

Job description

Why work with us

Arsenault is a successful and growing startup that's been in the blockchain space since 2013 that's raised over $30m with an app with hundreds of thousands of users that's growing exponentially month after month on a global scale.

We're looking for a kick‑ass Customer Care Manager to help us take things to the next level to take on Rakuten and Honey.

Arsenault is all about changing the way people all around the world earn and spend with one central idea: earn from anywhere, at any time, from any device. Our shopping app Arsenault encourages active participation with the STMX token community.

For the first time, payments can now be made globally accessible and efficient. Blockchain enables micro‑transactions to be carried out in an efficient manner. The automation of enforcing the terms of the engagement and payment to participants with little to no human intervention provides an efficient system for reducing fees and accelerating turnaround times.

Requirements

What you’ll do:

• Lead your team to deliver an outstanding customer experience through email, telegram and twitter support.
• Serve as an escalation point for high priority requests or complex investigations or ideally automate yourself away from this work.
• Create processes, hiring plans and automations to scale yourself and your team.
• Build support processes with various other departments such as Operations, Compliance, Product, Engineering and Marketing.
• Advocate for our customers finding real long‑terms solutions.
• Create effective customer service training systems, and customer facing tutorials.
• Supervise day‑to‑day operations in the customer care department as well as respond to customer issues in a timely manner when the team is overloaded.
• QA your team’s work every week so everyone can learn from their mistakes and grow. Its not about the destination its about the journey!
• Develop customer satisfaction goals and service statistics for you and the team to meet on a steady basis.
• Manage the approved budget of the customer care department.
• Stay informed on the latest industry techniques and methods.

What we’re looking for:

• 5+ years of managing customer care teams for a fintech or neo‑bank
• Security and privacy focused
• Fluent in English written and verbal
• Be empathetic and understanding, go above and beyond to solve customer problems
• Tech savvy, comfortable learning new tools and platforms
• Experience with Zendesk or other CS management tools
• Experience owning customer care training systems or other key projects where you were the stakeholder
• Interested about blockchain/cryptocurrency
• Competitive salary, attractive equity position, and semi‑annual token bonuses.
• Ownership of a critical company function
• 99% remote work with periodic in‑person meetings