Head of Support

Компания "Бахаева Анастасия"

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.

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).​​​​​​​
• Salary to be discussed during the interview, based on your expectations.
• 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.

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