VP of Customer Service

Strike is looking for an experienced Customer Service leader to establish a vision, design excellence in service delivery, grow a team and execute in a fast-paced environment. Strike is expanding internationally and this is an opportunity to take ownership of key functions in the CS department at a high growth fintech company. Join as a key member of the senior leadership team that will bring Bitcoin payments to the world. The ideal candidate should have experience hiring and developing top-tier talent, scaling support operations during hypergrowth, managing key stakeholder relationships, and executing on plans that deliver amazing customer experiences.

Responsibilities

• Drive service delivery, workforce management, and operational excellence for the customer service team as Strike scales globally
• Engage in vendor outsourcing negotiations to scale the customer service operation globally
• Work alongside user experience and product to make decisions around planning and implementing new channels for support
• Oversee support operation and ensure quality, productivity, and success objectives and key results are met
• Drive a roadmap of initiatives to deliver operational excellence in partnership with key cross-functional stakeholders
• Own the delivery of data driven insights and reporting on the health of the support operation to leadership and key stakeholders

Requirements

• 10+ years of proven track record building, leading and scaling operations or support teams, preferably in fintech or financial services, with understanding of card services, disputes, fraud, compliance
• Demonstrated success hiring and developing high performing leaders and their respective teams across multiple functional areas and locations
• Devotion to setting and achieving extremely high performance and quality targets
• Outstanding communicator and influencer with experience driving stakeholder relationships
• Experience scaling multi-lingual, multi-channel support