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Customer Support Manager
full-time by Kyber Network

Customer Support Manager

build and coach a team of Customer Support Specialists for providing the best in class support experience

tr3bute

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added on

2 weeks ago

role overview

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

  • 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
  • Lead a team of Developer Support Specialists who will support external partners and developers with their integration issues related to our product
  • Design, implement, and monitor key tooling (like Chatbots, Knowledge Base) and processes that will ensure the quality of support we provide to our users
  • Provide “omnichannel” support (chat, emails, calls, social media, and forum) and respond to customer queries in a timely and accurate way
  • Analyze and report product malfunctions to Product and Engineering teams (for example, by testing different scenarios or impersonating users)
  • Must be flexible with working schedule and responsive to messages outside of normal working hours
  • Work closely with the product and engineer teams to triage bugs, escalate issues and identify root causes to improve user experience
  • Review and analyze business and performance metrics, note concerning trends in order to develop and implement corrective action plans

requirements

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

Nice to have:

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

culture & perks

1/ Financial Rewards:

  • Salary review once per year in January
  • 100% salary during probation period (if any)
  • 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

2/ Investment opportunity:

  • Opportunity to invest in the exclusive internal fund for Kyber employees
  • Opportunity to be supported by the 5-million-USD Kyber Alumni Fund when starting own blockchain startup project

3/ Employment Benefits:

  • Medical allowance of 2,000 SGD per year
  • Per calendar year: 18 days annual leave, 14 days medical leave, 46 days hospitalization leave

4/ Career Development:

  • Opportunity to work with top talents in blockchain
  • Opportunity to create long-term sustainable fintech products that serve Kyber’s vision: Decentralized Economy for Everyone
  • Opportunity to work with blockchain - the technology that leads the current and future trends
  • Opportunity to attend technology/blockchain seminars internally and externally

5/ Work Environment:

  • Flexible working hours from Monday to Friday with provided days to work from home when needed
  • Periodical team buildings and company retreats

6/ Company culture:

  • Transparency at heart, integrity in mind
  • Friendly and supportive collaboration working style
  • Young and funny colleagues

location

Singapore, SG

about us

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 volume
  • KyberDAO: Kyber.org - Be part of the community governing Kyber Network to shape the future of DeFi and earn $KNC tokens
  • And 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 058400
  • Hanoi office: 6th floor, Comatce Tower, 61 Nguy Nhu Kon Tum, Thanh Xuan, Hanoi, Vietnam
  • Ho 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
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