Customer Experience Manager

Remote from
Job type
Full Time,
Opening date
Closing date
8 Nov 2022
Views
300

About OpenSea

The largest decentralized marketplace for blockchain-based digital assets.

Actively Hiring
4.7 Rated
OpenSea is the first and largest marketplace for non-fungible tokens, or NFTs. Applications for NFTs include collectibles, gaming items, domain names, digital art, and many other items backed by a blockchain. OpenSea is an open, inclusive web3 platform, where individuals can come to explore NFTs and connect with each other to purchase and sell NFTs. At OpenSea, we’re excited about building a platform that supports a brand new economy based on true digital ownership and are proud to be recognized as Y Combinator’s #4 ranked top private company.
When hiring candidates, we look for signals that a candidate will thrive in our culture, where we default to trust, embrace feedback, grow rapidly, and love our work. We also know how critical it is to celebrate and support our differences. Employing a team rich in diverse thoughts, experiences and opinions enables our employees, our product and our community to flourish. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. To help facilitate this, we support remote, hybrid or onsite work at either New York City, San Francisco or the Silicon Valley for the majority of our opportunities.
As OpenSea’s Customer Experience Manager you will manage and coach an internal level 2 technical support team. You will be serving as a subject matter expert in NFTs, covering the most complex subject areas of our operations.
In addition to managing our internal Customer Experience team, you’ll work closely with our BPO vendor to identify, conduct and evaluate performance trends. You will be connecting on day-to-day expectations with leadership and driving continual improvements in the customer experience and BPO vendor’s operational performance.

In this role, you will ideally:

  • Have an understanding of contract negotiation, terminology, and adherence
  • Have some familiarity with crypto/web3 or NFTs
  • Have a deep understanding of KPIs, metrics, and key levers to drive each
  • Have financial acumen and a robust practice with quantitative analysis using contact center platforms and reporting platforms (Excel, Zendesk)
  • Have experience leading internal and outsourced/co-sourced teams
  • Have a working knowledge of geopolitics that could influence broad remote teams

What we’re looking for:

  • 3-5 years of experience working in Customer Experience, preferably with a BPO provider
  • You should be passionate about CX
  • You should be a leader internally and externally (with the ability to manage up and down)
  • You should be an owner and be comfortable making decisions/recommendations
  • You should be a connector and strive to create connections between internal and external team members
  • You should be a driver of performance with high standards for excellence
  • You should be curious and comfortable innovating to solve problems

Personalised job alerts

Set up personalised e-mail alerts about similar remote jobs

Report jobEmbed widgetShare

How to apply

See a few more

Similar remote jobs in Customer Success

Job Widget Code

Place this code wherever you want the widget to appear on your page.

<script src="//jobicy.com/api/widget.js?5XyPbk5QqyZg=16179" async></script>

Job Search Safety Tips

Here are some tips to help you search and apply for jobs safely:
Watch out for suspicious jobs Don't apply for jobs that offer high pay for little work or offer to hire you without an interview.
Check the employer's profile Make sure you're applying for a trustworthy job by visiting the employer's profile and learning more about them.
Protect your information Don't share personal details like your bank account or government-issued ID on suspicious websites or messengers.
Report jobs that feel unsafe If you see a job that seems misleading, inappropriate or discriminatory, report it for going against our policies and we'll review it.

Share this job

FAQ

What position is OpenSea hiring for?

OpenSea is hiring a remote Customer Experience Manager from

What type of employment does OpenSea offer?

This is a Full Time role.