Head of Customer Experience / Nym VPN

Nym is a Web3 Privacy Tech, building the next generation of privacy infrastructure for the Internet. Our core technology is a decentralised and incentivised mixnet that allows integration with third-party applications and services to protect users' data and ensure their privacy at the network level.

The Nym team is a world class mix of privacy experts, engineers, and thinkers spread across Europe. We believe that user privacy underpins democratic freedoms in a networked world, and we're proud to help roll back the surveillance society.

Nym is seeking a dynamic and experienced Customer Experience Manager to pioneer and lead our customer experience / customer support efforts in Q1 2024. This role will play a critical part in optimizing Net Promoter Score (NPS) and Customer Satisfaction (CSAT) for our NymVPN and Node Operators' products. The ideal candidate will be responsible for designing and operating a comprehensive end-to-end Customer Experience stream.

What you will be doing

CX strategy

• Develop and implement a customer experience strategy for our entire range of products, esp. NymVPN, Node Operators tools/binaries and Wallet.
• Devise and execute strategies to maximise our products’ Net Promoter Score (NPS) and Customer Satisfaction (CSAT) metrics, and minimise response times
• Identify areas for process improvement and efficiency in customer support workflows
  
• Implement best practices to enhance the overall customer experience for all products across all channels (Matrix, Discord, social media, email, etc.)

Self-service support

• Together with the Development and Product teams, and based on data-driven insights, steer and grow self-service support resources, including FAQs, tutorials, Developer portal / Operator guide and other content

Multi-channel support

• Define and set up detailed CX processes, support policies, tone of voice
• Together with the Community team, implement and manage standard support across channels, including Discord, Matrix, social media, email, app stores
• Where needed, set up relevant CX tools and platforms
• Ensure timely and efficient responses to customer inquiries on all platforms
• Handle technical and operational support issues, including but not limited to reimbursement requests, GDPR data inquiries, etc.
• Collaborate with the Development and Product teams to troubleshoot and resolve complex user issues

Feedback synthesis

• Gather, analyse, and synthesize user feedback from multiple sources
• Collaborate closely with Product and Development teams to relay valuable insights and contribute to product improvement
• Team collaboration
• Collaborate with Nym teams, including Community, Development, Marketing and Product, to align customer experience efforts with company goals
• Provide training and support to internal teams on user-related matters

What you bring to the team

• Proven experience in a Customer Experience or Customer Support role, preferably in a tech-related industry
• Familiarity with VPN technologies, privacy-enhancing tools and decentralized systems is a plus
• Exceptional communication and interpersonal skills
• Strong problem-solving abilities and attention to detail
• Experience with customer support tools and platforms
• Ability to thrive in a fast-paced, dynamic startup environment

What we offer you

• A diverse and collaborative team of 50+, interested in learning and solving problems together
• 6 Weeks annual leave
• Yearly learning and development allowance
• IT hardware package tailored to your role
• Remote working (with a bias towards being able to do in-person meetups periodically)
• A competitive salary