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 here.
Why join ConsenSys?
You’ll be joining a team based all over the world. Providing the unique opportunity to work with people from across 6 continents.
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.
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 Regional Technical Support Lead, you’ll lead the fast-growing EMEA technical support team providing second-line technical support to all ConsenSys’ products. You’ll 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 and our portfolio of products is moving in the same direction, you will ensure that the team scales fast, that you hire and onboard new members quickly.
As a lead - you’ll need to set and measure clear KPIs for the Technical Support team, measure performance and ensure career paths, in collaboration with the rest of the Technical Support leadership team.
You’ll also work closely with the different groups in Customer Success (such as Help-Desk, Community,...) and product teams in ConsenSys to ensure alignment and collaboration.
Would be great if you brought this to the role
- Experience in technical customer support at a top SaaS/ Crypto/ Cloud/ Financial Services or any other market-leading company
- Track record of leading Customer Support teams
- Excellent interpersonal skills, a true people-person
- Passion for the Blockchain/ Crypto worlds
- Background with customer-centric organizations
- Experience managing KPI driven teams
- Experience of a product life cycle, development methodologies (Agile, Scrum), and service standards/ methodologies
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.
