Support Manager, Matcha

One of 0x Labs long term bets is growing the DeFi market. This means onboarding the next million of DeFi users onto decentralized exchange. To achieve this, we must not only continue to deliver an industry-leading trading experience but industry-leading user support to match. In this role, you will manage and scale our support operations team as Matcha continues to expand into new geographies and across new blockchains.

RESPONSIBILITIES

• Manage all aspects of Matcha user support operations including hiring, training, SLA/KPI management etc.
• Manage all Matcha support channels including website chat, the help center, Twitter, and Telegram
• Ensure support agents are informed on upcoming product and service changes
• Handle all escalated support issues
• Ensure all training and operational processes/procedures are documented and kept up-to-date
• Represent the voice-of-the-user. Analyze and share user feedback to drive product development, marketing, and user experience
• Implement and manage an ongoing customer satisfaction (CSAT) program
• Own relationships with support contractors and tool vendors
• Develop and operationalize a proactive growth strategy that ensures Matcha users will always receive fast and quality support from knowledgeable agents
• Continuously innovate and drive making improvements to our direct and self-help support processes, content, service, and tools

JOB REQUIREMENTS

• A passion for helping and educating users
• Fluent in English with exceptional written and verbal communication
• 3+ years working in customer support -- preferably in Finance, Technology, or Fintech
• 1+ years in a customer service management role
• Experience developing and implementing scalable processes

PREFERRED

• Familiarity with blockchain / web3 technology
• Experience working with chat-enabled, support management tools like Intercom and Zendesk
• Experience managing remote teams
• Experience using NLP and sentiment analysis tools like Medallia, InMoment and Prodsight

BENEFITS

• Competitive salary and equity with occasional cryptocurrency-based perks
• Comprehensive insurance (medical/dental/vision) — 100% covered for you and your family
• 401k, HSA, and FSA for U.S.-based employees
• Stipend for your ideal remote / WFH set-up: laptop, headphones, and any other work gear you may need
• Flexible hours and a long-standing, supportive remote environment
• Monthly co-working space and mobile phone expense
• 12-week paid parental leave
• Great office conveniently located in Soma/East Cut, SF, available for all team members
• Daily at-home lunch delivery in SF and additional meal reimbursements
• Unlimited vacation: Take time when you need it (and we really mean it)
• Multiple annual in-person team meet-ups around the globe

0x Labs and its associated entities (0x) are dedicated to fostering diversity, inclusion, and belonging in its teams and workforce, and are proud to be equal opportunity employers. 0x does not make employment or hiring decisions on the basis of race, color, creed, religion, sex, sexual orientation, gender, gender expression or identity, age, disability, veteran status, marital status, pregnancy, citizenship, national origin, or any other basis that is protected by applicable local, state, or federal laws. 0x will also consider qualified applicants with arrest and conviction records in a way that is consistent with San Francisco’s Fair Chance Ordinance and similar local laws.

COMPANY

At 0x Labs, our mission is to create a tokenized world where all value can flow freely. We're a highly technical, globally distributed group of teams working together toward actualizing that mission. In doing so, we're excited and proud to be pushing the envelope across the DeFi and Ethereum stacks.

In joining us, you'll take part in transforming the way that value is exchanged on a global scale. We're passionate about open-source software and decentralized technology's potential to act as an equalizing force in the world, and our technology is deployed by a wide array of projects at the forefront of internet and economic advancement.

Founded in 2017, 0x Labs created and now partakes in the development of 0x protocol: a network comprised of open-source infrastructure, tooling, and cryptocurrency-based incentives that allow for the decentralized exchange of any blockchain-based digital asset. 0x is a secure, publicly owned and governed, and upgradable standard that’s abstracted away from application-layer developers and enables interoperability between blockchain-based applications.

Alongside the core protocol, 0x Labs also builds and maintains a suite of network incentives, business resources, developer/trader tools (e.g., 0x API), and end-user products (e.g., Matcha).

We’re a remote-first company with core contributors in nearly ten countries and over twice as many cities. Our headquarters is in San Francisco, with an office available for anyone on the team to use at any time.