Customer Support Manager (Blockchain/Crypto/Defi) (Singapore)

KYBER NETWORK
Mức lương
thoả thuận
Địa điểm làm việc
- Nước Ngoài
Kinh nghiệm yêu cầu
Trên 5 năm
Chi tiết tin tuyển dụng

Mô tả công việc

*** 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

Yêu cầu công việc

Requirements:
Must have

Excellent communication skills in English with the ability to explain complex topics in easily understood, concise language
Minimum 5 years in a customer support role, preferably in the Tech / Fintech / Crypto industry
Experience managing and providing customer support on Blockchain / Crypto / Web3 products
Experience leading Customer Support teams (3+ individuals)
Singaporean or PR
Experience building Customer Support Teams and channels from scratch

Nice to have

Experience with software development will give you an edge as you have to manage external developers / partners
Familiarity with Slack, JIRA and good understanding of help desk tool

Quyền lợi

1 - Financial Rewards
* Salary:
• 100% salary during probation period (if any)
• Salary review once per year in January
* Bonus:
• Annual Wage Supplement (AWS): The AWS payable is equivalent to one (01) month of basic salary for employees who have served one (01) full calendar year with the Company, and with less than one (01) year of service, the employees shall be entitled to a pro-rated amount.
• Potential annual bonus based on the Company’s business results and your individual performance
* Investment opportunity:
• Opportunity to be supported by the 5-million-USD Kyber Alumni Fund when starting own blockchain startup project
• Opportunity to invest in the exclusive internal fund for Kyber employees
2 - Employment Benefits
• Per calendar year: 18 days annual leave, 14 days medical leave, 46 days hospitalization leave
• Medical allowance of 2,000 SGD per year
3 - Career Development
Opportunity to work with top talents in blockchain:
• Opportunity to work with blockchain - the technology that leads the current and future trends.
• Co-founders with high reputation, first-class education and considerable experience in blockchain space
• Global advisors and partners
• Opportunity to create long-term sustainable fintech products that serve Kyber’s vision: Decentralized Economy for Everyone.
• Opportunity to attend technology/blockchain seminars internally and externally.
• Research and engineering team members with remarkable academic background (PhDs, Masters, and Engineering bachelors from reputable universities, winning national and international top awards in Mathematics/Informatics contests)
• Global English-speaking working environment including global colleagues in Singapore, Greece, USA, Korea…
4 - Work Environment
• Flexible working hours from Monday to Friday with provided days to work from home when needed
• Periodical team buildings and company retreats
5 - Company culture
• Friendly and supportive collaboration working style
• Transparency at heart, integrity in mind
• Young and funny colleagues

Cập nhật gần nhất lúc: 2022-09-16 17:42:04

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Quy mô: Dưới 10
Trụ sở: 61 Nguy Nhu Kon Tum, Thanh Xuan, Ha Noi | Làm việc remotely với team ở Hà Nội, Other, Ho Chi Minh

Thông tin chung

Ngành nghề
Dịch vụ khách hàng, Tài chính / Đầu tư, Công nghệ thông tin
Cấp bậc
Trưởng/Phó Phòng
Kinh nghiệm yêu cầu
Trên 5 năm
Trình độ yêu cầu
Đang cập nhật
Số lượng cần tuyển
1
Hình thức làm việc
Toàn thời gian
Giới tính
Đang cập nhật
Hạn nộp hồ sơ
13/10/2022
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