*** ABOUT KYBER NETWORK
Kyber Network is an industry-leading blockchain company, providing cryptocurrency liquidity for the largest companies in the DeFi (decentralized finance), Metaverse, and NFT spaces. The company raised US$52M in its token sale in 2017, making it one of the largest cryptocurrency-based fundraising in history.
Two co-founders, Dr. Luu The Loi (Chairman) and Victor Tran Huy Vu (CEO), were honored in Asia’s Forbes 30 under 30 in the ‘Finance - Investment’ category by Forbes magazine in 2017 and have since established the company as a market leader. Dr. Luu The Loi also has a PhD in blockchain security technology, and is one of the 10 most prominent Innovators under 35 in the Technology field in the Asia Pacific region (Innovators Under 35 Asia Pacific) published by the MIT Technology Review.
Kyber has developed a family of products including:
KyberSwap: KyberSwap.com - Trade & Earn at the Best Rates in DeFi with our leading Decentralized Exchange (DEX) Aggregator that does >US$1B in monthly trading volumeKyberDAO: Kyber.org - Be part of the community governing Kyber Network to shape the future of DeFi and earn $KNC tokensAnd many more stealth developments and ventures that the company has taken stake in.
Kyber Network has offices in Singapore, Hanoi, and Ho Chi Minh City:
Singapore office: 1 Upper Circular Road, 05-01 Singapore 058400Hanoi office: 6th floor, Comatce Tower, 61 Nguy Nhu Kon Tum, Thanh Xuan, Hanoi, VietnamHo Chi Minh city office: 11th floor, Dreamplex Co-Working Space, Miss Ao Dai Building, 21 Nguyen Trung Ngan, Ben Nghe Ward, District 1, HCMC, Vietnam
Are you ready to take up the challenge of creating world-changing innovations in the next decade? Apply now.
Join our team of brilliant and committed professionals pursuing the goal of creating a “Decentralized Economy for Everyone” based on blockchain technology.
*** JOB DESCRIPTION
We are looking for a proactive and motivated Customer Support Manager who is excited about the opportunity of building from scratch a best in class support experience and operations for both our end-users & external partners / developers.
The Customer Support Manager will be part of the Product Department reporting into the Head of Product. This is a cross-functional role that will interact with many teams (Product, Engineering, Marketing and Business Development) and will also serve as the subject matter expert for our blockchain product(s), the primary one being KyberSwap.com. We are looking for candidates who have good experience with Web3 / Blockchain / DeFi products and exceptional communication skills.
Responsibilities:
Lead a team of Developer Support Specialists who will support external partners and developers with their integration issues related to our product.
Must be flexible with working schedule and responsive to messages outside of normal working hours
Design, implement, and monitor key tooling (like Chatbots, Knowledge Base) and processes that will ensure the quality of support we provide to our users
Work closely with the product and engineer teams to triage bugs, escalate issues and identify root causes to improve user experience
Analyze and report product malfunctions to Product and Engineering teams (for example, by testing different scenarios or impersonating users)
Build and coach a team of Customer Support Specialists across various locations and serve as a point of escalation contact for all product issues related to our end-users
Provide “omnichannel” support (chat, emails, calls, social media, and forum) and respond to customer queries in a timely and accurate way
Review and analyze business and performance metrics, note concerning trends in order to develop and implement corrective action plans