At ConsenSys, we have a vision of a world where data sovereignty and financial well-being are accessible to every person and organization. We believe Ethereum and decentralized protocol technology is a more trustworthy and equitable foundation for how we create and share value across the web. On this trusted, open-source foundation, we can accelerate the world’s transition to a universally accessible network of distributed participants where transparency, security, and freedom are fundamental.
Our product suite, composed of Truffle, Infura, Quorum, Codefi, MetaMask, and Diligence, serves millions of users, supports billions of blockchain-based queries for our clients, and has handled billions of dollars in digital assets. As the leading Ethereum software company, ConsenSys enables developers, enterprises, and people worldwide to build next-generation applications, launch modern financial infrastructure, and access the decentralized web. To learn more about ConsenSys, and explore our products and solutions, visit http://consensys.net/.
Why join ConsenSys?
Remote first. You’ll be joining a team based all over the world. Providing the unique opportunity to work with people from across 6 continents.
Equity. We believe in ownership and want everyone to have a stake in our future success, that’s why you’ll receive equity when you join us.
Flexible working arrangements. With our global workforce, we have fine-tuned asynchronous working which means we have a lot of flexibility in the structure of when we work and how we work together.
Competitive benefits. We have a comprehensive and competitive benefits package to make sure we’re looking after you and what matters most.
Continuous learning and opportunities. We provide ongoing growth and development through on-the-job learning and the ConsenSys Advance Program which includes full access to Coursera, bespoke and technical learning programs, and ConsenSys Academy, our world-class blockchain and Ethereum program.
Unlimited vacation/holidays. We value downtime to recharge and reset, ensuring everyone at ConsenSys has a work/life balance. In addition, company-wide we participate in “zero productivity” days to take a break from work, shut down, and sit back and relax.
Recognized in the blockchain and Web3 ecosystem. Working at ConsenSys is a tremendous reference for your career. You’ll join a network of entrepreneurs and technologists that extends across the global crypto ecosystem.
About Customer Success team
The Customer Success team at ConsenSys is focused on exactly that: making our customers successful. We’re looking for people who will step towards a customer asking for help and respond with innovative and creative ideas to help them course-correct. If you value constructive customer engagement and want to define the future of Blockchain production operations, we’d love to hear from you.
What you’ll do
As the VP of Global Help-Desk, you’ll build and manage the company’s 24/7 help-desk providing the first line of support on the ConsenSys product suite. You’ll manage all of our customer-facing Help-Desk teams and ensure the creation and evolvement of practices for efficient handling of customer issues. We focus on the customer, and it would be your responsibility to ensure our customers are getting the best support we can provide.
As our customer base is snowballing, you will ensure that the team scales fast, hire and onboard new members quickly.
As a lead - you’ll need to set and measure clear KPIs for the Help-Desk teams, measure performance and ensure career paths.
You will work closely with the other leads in Customer Success to ensure support flows are kept and communication channels are open. You’ll also work closely with the different product teams in ConsenSys to ensure alignment and collaboration.
Would be great if you brought this to the role
Vast experience leading large support organizations - especially ones using ticketing and chat-based support tools
Experience leading organizations providing end-user support (B2C)
Expertise in managing multiple large teams spread across various time-zones
Experience managing 24/7 support organization
Background with customer-centric organizations
Experience managing KPI driven teams
Passion for the Blockchain/ Crypto worlds (and potentially your experience in this world)
Don't meet all the requirements? Don't sweat it. We’re passionate about building a diverse team of humans, and as such, if you think you've got what it takes for our chaotic-but-fun, remote-friendly, start-up environment—apply anyway. While we have a pretty good idea of what we need, we're ready for you to challenge our thinking on who needs to be in this role.
ConsenSys is an equal opportunity employer. We encourage people from all backgrounds to apply. We are committed to ensuring that our technology is made available and accessible to everyone. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law.
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