At Coinme, our goal is to improve the financial lives for everyone by providing easy and ubiquitous access to consumer financial services built on blockchain technology. We believe that decentralization in finance through digital assets can transform the world by giving the power (and earnings) back to individuals. In order to accomplish this, Coinme is building out the world’s largest physical cash onramp to cryptocurrencies, a mobile-first digital bank-like experience as well as provide Decentralized Finance (DeFi) services on a digital wallet. We envision a world where people will store, trade, and pay with their money on Coinme. To support this mission, we are looking for a customer-focused, data-centric, tooling and automation guru to lead Coinme’s global customer support team.

As the Director of Customer Success, you will oversee Coinme’s entire customer service operation, which includes phone, chat, email, social, and digital self-service resources, as well as support tooling and automation. You will work with cross-functional leaders to set the strategy for the department identify KPIs and SLAs, and subsequently make the plan a reality. Digital currency is often confusing and misunderstood. As the Director of Customer support, you will build a customer experience that delights, comforts and serves the needs for Coinme’s global customer base. As the leader for the support team, you will champion a culture of customer obsession, where agents lead with compassion and are trained to be resourceful in solving customer pain points. Ultimately, you will be the leader of providing ”a human touch in a digital world.”

RESPONSIBILITIES • Partner with the leadership team to align Customer Success department policies, practices, and systems with the company’s objectives. • Develop, execute, and continually improve the vision and strategy for Coinme’s customer service. • Directly manage a growing team of Customer Success representatives focused on the customer experience. • Cultivate and maintain a positive team atmosphere that drives talent development and growth. • Identify, negotiate, and onboard a third-party customer support organization for 24/7 and multi-language coverage. • Manage all facets of customer retention including participating in the resolution of customer concerns and defining and developing a customer contact strategy. • Analyze operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customers/clients. • Develop customer success department procedures. Liaise between customers and engineering, sales, compliance, and accounting to resolve status, production, delivery, and billing inquiries. • Develop and manage processes for ensuring customer refunds and services are done with speed and accuracy and all client/customer service delivery issues are resolved. • Recruit, train, develop, and evaluate personnel to ensure the efficient operation of the function. • Develop KPI’s and Scorecards to monitor effectiveness of key processes impacting customer service and adjust where needed. Own Executive level reporting and presentations regarding KPI’s. • Champion a customer success culture of work hard, learn fast and have fun!

REQUIREMENTS ● Bachelor’s degree in business, marketing, or a related field ● Three to five years’ experience leading a customer service team for a consumer product ● High degree of business acumen - Ideal candidate will have a solid understanding of fintech or traditional financial products ● Excellent self-management practices with a demonstrated ability to be self-directed and resourceful ● Experience working in a metrics-driven environment with responsibility creating and executing plans to achieve desired results ● Ability to maintain high performance under tight deadlines, including managing multiple projects simultaneously with exceptional quality, organization and attention to detail ● Process-oriented with a comfortability and excitement to build “from the ground up” ● History of success working with outsourced and/or offshore customer support teams ● Enjoys collaborating and celebrating successes with teammates ● Excellent verbal, written and presentation skills; Ability to speak with influence and impact; Ability to present and articulate effectively across all levels of the organization ● Experience managing a department budget ● Minimum 5 years working experience with Salesforce or other CRM and ERP support tools, including chat and social media tools

COMPENSATION & BENEFITS • Competitive salary • Company sponsored comprehensive health benefits package including health, dental, vision, life, and more. (Some plans are 100% company paid) • Option to participate in company-matched 401(k) plan • Paid holidays

LOCATION This opportunity is for a full-time position located at our headquarters in the Columbia Tower in Seattle, WA. Working remotely part-time is an option for the right individual.

TRAVEL This position does not require travel at this time. Coinme is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.