Director of Customer Experience

ZenGo

Tel Aviv

Full time

Customer Service

Nov 25

Description

ZenGo is the leading provider of crypto wallet with a stellar reputation and record in customer experience driven by our obsessive focus on customer happiness and fast human customer support. We clearly stand out from the crowd compared to any alternative and seek to remain so aggressively. 

Job description:

You are the ultimate champion of any matters related to customer happiness. 

  • Handle all of ZenGo's customer support operations from hiring, training, running, and monitoring our full-time global 24/7 agent team and coordinating with our tech support team. 
  • Build, enrich and maintain our customer playbook and process in and outside the app and across the company. 
  • Coordinate with all department leaders to ensure the optimal customer experience and provide valuable recommendations and insights to the product and marketing teams.
  • Channel, optimize, monitor, and improve all our customer feedback channels (app stores, review sites, comparison services,..)
  • Produce regular reports on customer operation, satisfaction, and insights that help improve our processes, product, and services
  • Supervise our customer safety and compliance policies and tools for the optimal customer experience. 
  • Supervise our customer's special promotional and reward programs.
  • Handle all vendors and scout for new one related to the mission

Requirements

  • BA, MBA with at least five years of experience in high-scale customer experience from B2C companies.
  • Highly available and flexible work hours. Can work under pressure and tight deadlines
  • Fast in execution, Very methodical and organized
  • Obsessed with customer happiness.
  • Outstanding communication skills
  • Fluent in English. French and Spanish are a bonus.
  • Highly familiar with Intercom support solution (or equivalent)


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ZenGo

The most secure crypto wallet in Web3: On-chain, no private key vulnerability.

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