Customer Support Manager

At Rarible, we are building the future of Web3 and NFT ecosystems. Our team is passionate about creating seamless customer experiences and delivering exceptional support to our community. We are looking for a seasoned Customer Support Manager to lead our customer support team and ensure the highest level of service for our users.
As the Customer Support Manager, you will report directly to the Head of Customer Success and play a pivotal role in managing and elevating our customer support function. You will lead a team of four Customer Support Specialists, providing coaching, setting goals, and driving their professional development. You will also take ownership of escalation management, confidently guide our clients through troubleshooting processes and ensure their issues are resolved promptly. This is a hands-on role and you will also contribute towards the ticket clearance alongside the team.

Key Responsibilities:

• Lead and Develop the Team: Manage, coach, and upskill a team of four Customer Support Specialists, setting clear goals and fostering a collaborative environment.
• Customer Escalation Management: Handle escalations involving clients, guiding them through troubleshooting and ensuring swift resolution of their issues.
• Zendesk Power User: Utilize your expertise in Zendesk to optimize workflows, manage tickets, and maintain a high standard of customer support.
• Cross-Functional Collaboration: Work closely with product and engineering teams to escalate and resolve complex technical issues.
• Process Improvement: Continuously refine and improve support processes to enhance efficiency and customer satisfaction in a fast-paced startup environment.
• Reporting and Analytics: Generate weekly and monthly reports on customer support activity, providing insights and recommendations to the Head of Customer Success
• Legal and Compliance Management: Oversee the management of legal notices related to copyright infringement and fraudulent activity on the platform.

What we look for:

• Experience: Must have 3+ years in a management role within customer support, customer success, or a similar field, with a proven track record of leading teams.
• Leadership: Strong leadership skills with the ability to inspire, coach, and develop a team.
• Escalation Management: Confident in handling high-pressure situations and providing clear guidance to clients during escalations
• Technical Proficiency: Extensive experience with Zendesk and familiarity with other tools like JIRA and notion.
• Communication: Exceptional written and verbal communication skills in English
• Customer-Centric Mindset: A deep commitment to delivering outstanding customer experiences and understanding customer needs
• Web3 Knowledge: An understanding of Web3 culture and the NFT market is a plus but not 100% …