Customer Service CRM Manager

at  Uphold

ABOUT UPHOLD

The Web3 economy will redefine how financial value is held and transacted - with much activity shifting towards blockchain networks and digital assets.
Founded in 2013, Uphold is a Web3 financial platform that supports almost 300 digital assets and acts as Regulated Gateway to the Web3 economy.
Featuring integrations with 26 blockchain networks and a robust trading engine connected to 30 underlying venues, the platform allows users to trade ‘Anything-to-Anything’ while enjoying keen pricing and deep liquidity.
Uphold has completed more than 120 million transactions worth $40 billion from 10 million customers in over 150 countries.
Both people and companies need to access this exciting Web3 world, but it can be technically demanding and time-consuming.

THE OPPORTUNITY:

Uphold is looking for an experienced and dedicated CRM Manager/Automation Lead to be part of our well-motivated, talented and growing Customer Service Team.
This is an exciting opportunity where you’ll get to work closely with all the different Customer Service departments and be responsible for designing, implementing, and maintaining automated solutions to enhance the efficiency and effectiveness of our processes while offering a great customer experience.

REQUIRED QUALIFICATIONS:

• Degree in Computer Science or Information Technology.
• Prior experience in tech support or a similar role.
• 2 years experience in remote desktop applications and help desk software - specifically Zendesk.
• Proven experience in chatbot.
• Familiarity with automation tools and platforms.
• Interpersonal skills - must be Customer Service oriented, demonstrate an ability to work in a fast-paced environment with ease, be self-motivated and proactive
• Prioritisation - be able to prioritize and meet deadlines while working on multiple projects, and have creative problem-solving skills
• Quick learner – has the ability to learn new systems, services, and processes.
• Attention to detail and good problem-solving skills.
• Excellent interpersonal skills.
• Good written and verbal communication.
• Fluent written and oral English skills.

BONUS IF YOU HAVE:

• Zendesk Support Administrator Expert certification
• Some NodeJS experience.
• Experience managing multiple Zendesk instances across different environments
• Fluency in cryptocurrencies or other digital assets as they are core to our business.
• Community talks, certifications, and/or blog posts on your interests and research.
• Open source project contributions of any kind, such as tools developed to solve specific problems you’ve had or fixing issues on existing projects.
  Importantly, if you’re looking for a senior role with us, you will have achieved many of the things above while also providing mentorship to others, and have engaged in public speaking opportunities.

BENEFITS:

• Annual bonus program based on individual, team and company performance.
• Home office stipend to support the setup of a productive home office.
• Generous PTO, healthcare coverage, and employee assistance programs.
• Interesting and fun events and celebrations.
• Foodie culture and well-stocked office kitchen.
  Join our team and embark on a fulfilling career where you’ll have the opportunity to grow, innovate, and contribute to something meaningful. Come and be a part of our talented team!
  If this job isn’t exactly what you are looking for, visit our careers page to check out all our exciting opportunities.

• Develop and implement automation strategies to optimise Customer Service processes and workflows in Zendesk.
• Identify areas within the Customer Service ecosystem that can benefit from automation, such as ticket routing, response templates, and data analysis.
• Design, develop, and maintain a chatbot to streamline customer interaction and resolve common queries efficiently.
• Monitor and maintain existing automation solutions, ensuring they are up to date and functioning effectively.
• Analyse data and performance metrics to continually improve and refine automation processes.
• Stay up to date with industry trends and emerging technologies to incorporate the latest advancements into our automation efforts.
• Ensure compliance with data protection and security regulations, particularly in handling customer data.
• Mitigate traffic increases by proposing solutions and coordinating our team’s response.
• Maintain and manage the service desk system (Zendesk) by developing and updating our workflows. You will be administering our different configurations (triggers, automation, macros, views, custom fields, etc…), ensuring a seamless experience for players and business.
• Drive continuous improvement initiatives to build a scalable and efficient tool configuration. Deploy scalable processes and rules to ensure data hygiene, process compliance, and clean reporting.
• Research and conduct experiments on new Zendesk products, including third-party apps. Prioritise projects based on cross-functional needs.
• Assist in developing training materials and training users on Zendesk.