Director of Customer Experience Job Vacancy in National Bitcoin ATM Rancho Santa Fe, CA 92067 – Latest Jobs in Rancho Santa Fe, CA 92067 – updated today

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Company Name : National Bitcoin ATM
Location : Rancho Santa Fe, CA 92067
Position : Director of Customer Experience

Job Description : Job Overview
We are looking for a Director of Customer Experience who will provide excellent leadership and direction to the entire customer support department. They will evangelize the importance of customer experience to the overall performance of the business and establish themselves as the go-to expert for the business at large.
Additionally, the Director of Customer Experience will educate and be an advocate for not only the business but the Cryptocurrency industry itself! With exceptional communication skills, this person will tailor messaging for different audiences, bringing out complex concepts in a simple, understandable, and convincing manner. Additionally, they will be responsible for analyzing customer feedback to identify key insights and trends and lead a small but growing team to identify gaps in process, systems, tools, and experiences, and build a plan to address those gaps.
Managing the Customer Support department’s ongoing needs and actively prioritizing the allocation of resources is essential. This person will ensure that Customer Support activities are seen to deliver measurable and significant value to the company and meet customer loyalty targets.
Responsibilities and Duties

Create company-wide goals to improve customer experience.
Meet with top-level executives and department heads to discuss potential plans and initiatives to implement.
Conduct research to find out more about customer behavior and preferences.
Identify problem areas within the company and determine ways to increase customer satisfaction and build brand loyalty.
Provide top-notch care to National Bitcoin ATM customers, such as educating users on setting up bitcoin wallets, using the bitcoin kiosk, and handling customer inquiries as needed.
Assist with incoming and outbound calls (50+ daily) and act as the point of escalation for phone, e-mail, and web review queries
Develop and monitor customer service metrics while improving any messaging to customers where needed
Promote business services and build positive relations with new customers
Maintain and update customer information
Monitor, investigate, and act upon the compliance-related indicators
Analyze complex cases reported and assist the compliance department as needed, such as reporting suspicious activity
Gather feedback, such as surveys, from customers to learn more about their experience with the company.
Motivate team members to meet company goals and push for success.

Qualifications

Minimum five years of relevant experience developing, implementing, and executing successful customer experience strategies that align with the company’s strategic goals
An industry advocate with a passion for the blockchain space and knowledge of Bitcoin and other cryptocurrencies
Experience managing and leading a team
Ability to collaborate across business areas and/or geographies, to assist in identifying trends, improvement opportunities, and best practices
Excellent interpersonal skills including strong listening, written and verbal communication, with ability to communicate with others clearly and professionally
Initiative – A creative thinker to develop new methods to solve customer problems
Confidence – Ability to lead & communicate technical processes to non-technical users
A natural problem solver – adaptable and calm under pressure
Extremely driven and hardworking – willing to work some weekends
Experience with Microsoft Office products and Google suite
BA/BS degree preferred, MBA a plus
Familiarity with Freshdesk and Slack is preferred
Previous Startup is a bonus!

Who we are:
We are a growing blockchain tech startup based out of San Diego, with team members distributed throughout the United States and abroad. Since 2014, we have developed several portfolio companies in the blockchain space, with our national network of Bitcoin ATMs being our first and most recognizable brand
This role offers a competitive earning potential while working from home and our new Rancho Sante Fe offices. Some perks include: Medical, Dental, & Vision insurance plans; a monthly Wellness allowance to treat yourself, and unlimited PTO. Additionally, you will be joining a dedicated and down to earth team while gaining insights into the blockchain space, and have opportunities to develop your career as we continue to grow at a fast rate!
Job Type: Full-time
Pay: $80,000.00 – $115,000.00 per year
Benefits:

Dental insurance
Employee discount
Health insurance
Health savings account
Paid time off
Vision insurance

Schedule:

Monday to Friday

Supplemental Pay:

Bonus pay

Ability to commute/relocate:

Rancho Santa Fe, CA 92091: Reliably commute or planning to relocate before starting work (Preferred)

Education:

Bachelor’s (Preferred)

Experience:

Microsoft Office: 1 year (Preferred)
Sales: 1 year (Preferred)

Work Location: One location

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