Customer Support Manager

Employment Type

: Full-Time


: Customer Service/Call Center

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Chainalysis is one of the fastest growing companies in the cryptocurrency space. Our cryptocurrency investigation and compliance software is used by the world's leading law enforcement agencies, regulators, and businesses as they combat fraud, human trafficking, money laundering, and other illicit activity involving cryptocurrencies. With offices in New York, Washington D.C., and Copenhagen, we are backed by Benchmark and other leading names in venture capital. Our mission is to build trust in blockchains.

We are looking for an experienced and customer-centric Customer Support Manager to join our growing Customer Success team and lead a global Customer Support team.

In this role, you will:

* Build a success-focused support operation to handle complex support request across Chainalysis product offerings
* Manage the day-to-day operations, SLAs, and team performance for a growing support organization
* Serve as a coach, mentor, and leader to help team members grow in their career
* Use an \"anything it takes\" approach to establish the best possible outcomes for our customers
* Design and manage escalation policies with meaningful cross-team collaboration in mind
* Recruit top talent to join an expanding support team across different geographies
* Work closely with customer success, product, and engineering leadership to synthesize and relay product feedback while constantly optimizing support best practices
* Participate and coach in the support process so you are adept on customer needs
* Quickly adapt and modify your support style and tools to meet a variety of customer profiles and abilities
* Proactively work with other Chainalysis teams to drive better client engagement and identify opportunities for customers to benefit from other Chainalysis solutions
* Create documentation to help foster a knowledge-driven support team and culture (including detailed reporting of product issues for resolution by product and engineering teams).

You are a great fit for this role if you:

* Have experience in building and managing support teams at a software as a service business or similar company
* Have a background in issue resolution management, incident management, ITIL or other customer support practices
* Are a teammate at heart and put collaboration above individual needs
* Have outstanding, detailed, and methodical communication and customer management skills
* Are comfortable when you do not know the answer but confident in using the resources available to resolve challenging problems
* Can work autonomously and collaborative across teams
* Thrive on personal goals and growth
* Have a passion to work in a fast paced environment with high-performing peers
* Bonus: A desire to work in Fintech or Cryptocurrencies

You belong here.

At Chainalysis, we believe that diversity of experience and thought makes us stronger. We encourage applicants across any race, ethnicity, gender/gender expression, age, religion, ability and experience. With both customers and employees around the world, we are committed to ensuring our team reflects the unique communities around us. We can't wait to meet you.

Perks & Benefits

We offer a comprehensive benefits package including competitive salaries, stock options for senior roles, medical, dental and vision - which cover domestic partners as well - plus life and disability coverage, 20 vacation days, and a 401K plan. Chainalysists also get to participate in our annual Huddle, a week-long destination event that promotes team-building, professional development, and fun! In the office, you'll have access to a Mac or PC of your choice and a fully stocked kitchen.

Applicant GDPR Notice

Associated topics: call center manager, expertise, guide, leadership, management experience, manager, operations manager, review, service manager, telephone

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