Head of Support

About the сompany: By offering reliable and cost-effective RPC node solutions, we tackle a number of major challenges preventing Web3 segment from reaching a truly decentralized, rational, cross-network, and customizable future. Our ready-made API toolkits for Bitcoin, Ethereum, BNB Chain and all mainstream L2 EVM networks open up a new avenue for the next generation of crypto applications.
We’re tasked with delivering a comprehensive 360° developer infrastructure ecosystem for everyone in DeFi and beyond: our Blockchain-as-a-Service full nodes are powering dozens of blue-chip crypto apps in various spheres. 
We kicked off our journey in 2019 in Belgrade, Serbia which now evolves into a thriving and diverse blockchain hub in the center of Europe. Founding team members and headquarters are still based there while other 50 employees are contributing from across the globe.

Salary: To be discussed during the interview, based on your expectations.

We are looking for a person who has:

• 3-5 years of experience in a similar position;
• Experience managing a customer and technical support team of 8 or more people;
• Ability to establish and optimize support processes;
• Experience with ticketing systems and their integration;
• Experience in building an analytics system (tickets, resolution times, recurring issues reformulated into tasks and projects);
• Experience in establishing a KPI system, setting and tracking them;
• Development of processes for onboarding, training, and testing employees;
• Ability to work in a multitasking environment and make quick decisions;
• Crisis management experience;
• Experience in the blockchain field is a plus.

Responsibilities will include:

• Organizing an omnichannel support pipeline;
• Collaborating with the business to define target quality levels, monitoring their fulfillment, and creating reports and proposals for improvement;
• Quality control of the support service, reducing response times, and monitoring employee workload;
• Formulating team KPIs;
• Maintaining documentation (knowledge base);
• Hiring/onboarding/offboarding L1 employees;
• Working closely with the technical support lead;
• Conducting incident reviews (post-mortem);
• Coordinating/scheduling planned work and timelines with clients.

We Offer:

• Flexible working hours (start before 12:00 PM GMT+03).
• Zero tolerance to bureaucracy: all issues are resolved through a dialogue, we are always ready to discuss and implement employee ideas.
• Basic perks worth mentioning: paid vacations, sick leave, 40 working hours per week, salary indexation, KPI-based system.
• Corporate psychologist.
• Online and offline corporate events, holiday celebrations, and gifts from the company.