Customer Support Team Lead EMEA Region

CoinList is where the best crypto projects in the world raise capital and grow their communities. Through our token sale platform, we've helped projects like Filecoin, Blockstack, and Algorand raise over $500 million. Through our community-building tools, we've helped projects like DFINITY, 0x, and Dapper Labs (makers of CryptoKitties) engage developers and crypto enthusiasts. We are backed by top-tier investors, have offices in SF and NY, and are just getting started.

The investor support team at CoinList is the primary interface between CoinList and the investors using our suite of products. Developing and maintaining trust with users is a core part of our business. You’ll answer inbound questions about our product and identify and communicate issues in concise language.

We’re especially interested in candidates who have held support or operational roles at crypto-currency or fintech companies. This is a remote position. Candidates must be able to work during business hours in the EMEA region.

Who you are:

• You’re excited about cryptocurrency. CoinList’s mission is to help the best crypto companies succeed by serving as a trusted advisor in the space. We’re incredibly excited by the power of distributed ledger technology, and you should be too.
• You’re entrepreneurial. This role is autonomous - you’re really excited about proposing and testing ideas based on issues and opportunities you see.
• You’re an excellent communicator. You’ll be the primary interface between CoinList and our users and be responsible for diagnosing user issues and helping users navigate our products.
• You deal well with pressure. CoinList’s customers work hard to raise capital and build their communities, and we partner with them in their most important moments. You thrive under high pressure situations like this and enjoy keeping others calm, on task and on track.
• You’re curious. You want to understand how things work. You value interesting things, especially outside your discipline. You like teaching others and constantly learning. You read and question things.
• You ship. You make deadlines for yourself and you move fast. You focus on the things that matter and push back on things that don’t. People know they can count on you to get things done.

What you will do:

• Make the best teams in crypto successful. CoinList has helped companies like 0x, DFINITY, and Filecoin raise funds and build their communities. You’ll work closely with companies like these to support them during token sales or hackathons and leverage internal resources to make sure they’re successful.
• Delight our users. Educate investors on how to use our products and answer inbound questions.
• Diagnose bugs. Facilitate product feedback to our engineering teams.
• A little bit of everything. Ad-hoc projects to help scale our customer support capacity (e.g. keeping our FAQ section up-to-date, etc.)
• Meet Service Level Agreements (SLAs).
• Supervise our EMEA Support team.
• Mentor new joiners, setting them up for success through the onboarding process and ongoing coaching.

Requirements:

• Attention to detail. Clear and concise writing. Structured thinking.
• Excellent analytical and interpersonal skills.
• 3-4 years of customer support experience, with at least 1-2 of those years in a supervisory role.
• Background in cryptocurrency/blockchain technology a strong plus.
• Fluency with a second language is a plus.