Regional Head Of Client Support

London, United Kingdom

Job Description

What is BlockFi? BlockFi's mission is to provide liquidity, transparency and efficiency to digital financial markets by creating products that meet the needs of consumers and corporations across the globe. We build bridges between traditional finance and digital markets that enable growth for all participants. About the Team and Role BlockFi's Client Success Group is responsible for servicing clients through quality and efficient engagements at scale. With the exponential growth that BlockFi is experiencing, we are organizing ourselves to continue scaling for the long run by fostering a World Class Client Service culture that's instilled within the entire organization. We are searching for a dynamic leader to join our world class team to help build and scale our global client support operation. This position has the following three main areas of responsibility and the ideal candidate must have prior experience building and scaling large, global client support operations.

  • Development of a world class support structure, KPIs/metrics, and training procedures required to rapidly scale BlockFi's client support operation.
  • Ensure delivery of service excellence and achieve/exceed key performance indicator (KPI) targets.
  • Work in collaboration with the Global Head of Client Support to monitor, control and continuously improve the service standards.
  • Oversee multiple Client Service & Support teams in your region, ensuring day to day operations are running smooth and metrics/KPIs are being met across the region
  • Ensure volume forecasts and planning requirements are built to manage peak volume periods to ensure achievement of KPIs.
  • Work closely with your Team Leads to appropriately allocate staff across support channels (email, phone, chat, etc) based on volumes
  • Ensure the highest standard of customer care is delivered through aspects of the Customer Service function (i.e. Response and Resolution Times, Client Satisfaction Score, Feedback Management).
  • Review and monitor (weekly, monthly and quarterly) delivery of Service Level Agreements (SLA's) and Key Performance Indicators (KPI's), and ensure visibility to the rest of the organization.
  • Provide dynamic leadership: Hire, mentor, develop, and guide a team of managers to efficiently and effectively lead a team of Client Service Associates spanning your region.
  • Support and drive a culture of client service excellence, ensuring that all employees are fully informed, trained and supported.
  • Work closely with other Region Leads to ensure seamless and efficient shift handoffs between regions spanning the globe.
  • Ensure mechanism to capture client feedback that can be translated into Product improvements in order to reduce volumes on repetitive themes. Constantly develop and implement initiatives which optimizes business performance and results in increased client satisfaction.
  • Dynamic: Understand what it means to move fast, pivot with change, growth mindset, collaborate cross functionally and bring people together towards a common goal.
  • Minimum 5 years of experience in building and managing client support organizations consisting of multiple teams across a region.
  • Experience building, leading and growing high performing teams, preferably in a high growth startup type environment.
  • Experience with ticketing systems (e.g. ZenDesk, etc.)
  • Demonstrated experience with metrics and analysis including workforce planning, productivity, SLAs, C-SAT and KPIs.
  • Computer Skills: Advanced skills of Microsoft products including Outlook, Word, PowerPoint and Excel. Comfort with BI tools.
Why BlockFi? BlockFi has experienced incredible growth since our launch in August 2017. From raising over $100MM in debt and equity capital to helping thousands of clients (and growing!) do more with their crypto assets, we have established a dominant position as the debt and credit crypto market leader in the U.S. As we expand our product suite and geographic footprint, our addressable market will grow exponentially. BlockFi's leadership team has decades of experience in the traditional financial services and banking world, and we take a conservative approach to regulation that will position us well for sustainable long-term growth and expansion. Our team is comprised of highly motivated professionals from diverse backgrounds. We are aiming to become the leading lender in crypto and are poised to redefine the global financial ecosystem for the better. In addition:
  • BlockFi is one of the first companies to ever offer crypto-backed loans and the only company whose founding team has an institutional understanding of the debt capital markets and regulatory landscape in the U.S.
  • $4.3MM of seed funding and $50MM in capital for funding loans
  • $100 MM of Series A, B, and C funding led by Valar Ventures with participation from Susquehanna, Winklevoss Capital, Fidelity, Galaxy Digital, Akuna Capital, and Morgan Creek
  • We are moving quickly and have already deployed substantial capital into the space, proving our ability to execute and capture customer demand
We Offer
  • Competitive salary
  • Unlimited vacation / sick days
  • Employer paid health coverage (vision, dental, 401K)
  • Weekly lunch stipend
  • Work alongside an enthusiastic, collegial, and driven team in a highly meritocratic environment
To read more about our mission and values, check out our company website. Above all, you should enjoy the journey. We, at BlockFi, genuinely like each other and enjoy the work we do - so should you!

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Job Detail

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    Full Time
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  • Job Location
    London, United Kingdom
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