Customer Support Manager

at  RockWallet

About RockWallet
Rock Solid. Rock Confident.
RockWallet is a financial technology company made up of people who think differently about how digital assets can be managed, accessed, and used.
At RockWallet, our vision is for anyone to be able to access and thrive in the digital economy. It’s our mission to help you make the most of the opportunities available by building products that empower people to navigate digital asset usage easily, securely, and with confidence. Our self-custodial, multicurrency wallet puts you in charge of your digital assets. RockWallet’s app makes it quick and easy to buy, use, store, and swap top cryptocurrencies, all in one place, on your mobile. RockWallet is registered with FinCEN as a Money Service Business. Find out more here at www.rockwallet.com (https://www.rockwallet.com).
Want to join us?
As the Customer Support Manager at RockWallet, you will be the driving force behind our Customer Support team, overseeing and participating in the delivery of exceptional customer service. Your role involves providing both proactive and reactive support, including product education and troubleshooting. You will lead all aspects of day-to-day support activities, from managing inbound inquiries and proactive customer outreach to ensuring effective ticket resolution.
This is a full-time position with a preference for candidates based in Canada (preferably in the Eastern Time Zone) or Antigua; available to work on-call shifts, as required.
If you are a Fintech / Crypto / Digital Asset enthusiast, who thrives in a fast-paced, collaborative environment, and is ready to take on a high-impact role, we would love to hear from you.
Reporting to the VP of Operations, the Customer Support Manager will be responsible for the following duties and obligations:

Responsibilities

• Collaborate closely with departments such as Compliance, Payments, Development, Marketing, and Product to ensure holistic customer satisfaction.
• Direct and manage the daily operations of the Customer Support team, including scheduling, coaching, training, and developing reference materials and knowledge base.
• Monitor and manage ticket boards diligently, ensuring that customer-reported and operational product issues are resolved in line with SLAs and escalated appropriately. Develop and manage KPIs and OKRs.
• Provide hands-on assistance to the Customer Support team, ensuring fast and satisfactory responses to customer inquiries via chat, email, and social media.
• Lead the education of the Customer Support team and customers on RockWallet’s features, sharing FAQs/resources, troubleshooting issues, and guiding resolution efforts.
• Proactively identified and addressed issues impacting customer experience, coordinating preemptive outreach to mitigate potential customer concerns.
• Facilitate cross-team collaboration for bug triage/escalation, ensuring efficient assignment, prioritization, and troubleshooting support.
• Uphold a consistent follow-up regime on open tickets with both customers and internal teams, maintaining transparent communication and high customer satisfaction.
• Accurately record all customer interactions in ticketing systems, including inquiry specifics, categorization, prioritization, actions taken, and resolution.
• Act as an internal advocate for customer perspectives, contributing to product feedback discussions, beta testing, and pre-release evaluations of bug fixes and new functionalities.
• Lead and coordinate performance testing with the Customer Support team to ensure our application delivers an optimal customer experience and remains competitive.
• Oversee and engage in additional responsibilities as necessary, including leading and supporting internal projects and special initiatives.

Qualifications

• Over 5 years of experience in customer-facing roles with a keen interest in team leadership.
• Min. educational requirement: High school diploma or equivalent
• Familiarity with cryptocurrency and experience with crypto wallets/exchanges is highly desirable.
• Experience with Salesforce and Jira is advantageous but not required.
• ·Comfortable and adept with social media, especially social media.
• A proactive, friendly, and supportive demeanour with a willingness to lead by example.
• Responsive, diligent, resilient, and persistent in approach.

Skills

• Exceptional verbal and written communication skills.
• Highly organized with an aptitude for delegation and managing competing priorities.
• Strong service orientation with a focus on meeting customer needs.
• Proficient in critical thinking, problem-solving, and active listening, and committed to continuous team improvement.

Availability

• Based in Canada or Antigua
• The team you will be managing is based in Canada, Antigua and India.
• 40-hour work week with availability for on-call shifts as required.

Benefits

• Work from home
• Benefits
• A competitive salary
• Diverse and dynamic work environment
• Support for career development

How to Apply: Please submit your resume in our preferred file – .PDF not in .DOC. Thank you.
We thank all interested applicants, however, only those under consideration will be contacted.
RockWallet, LLC is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together

• Collaborate closely with departments such as Compliance, Payments, Development, Marketing, and Product to ensure holistic customer satisfaction.
• Direct and manage the daily operations of the Customer Support team, including scheduling, coaching, training, and developing reference materials and knowledge base.
• Monitor and manage ticket boards diligently, ensuring that customer-reported and operational product issues are resolved in line with SLAs and escalated appropriately. Develop and manage KPIs and OKRs.
• Provide hands-on assistance to the Customer Support team, ensuring fast and satisfactory responses to customer inquiries via chat, email, and social media.
• Lead the education of the Customer Support team and customers on RockWallet’s features, sharing FAQs/resources, troubleshooting issues, and guiding resolution efforts.
• Proactively identified and addressed issues impacting customer experience, coordinating preemptive outreach to mitigate potential customer concerns.
• Facilitate cross-team collaboration for bug triage/escalation, ensuring efficient assignment, prioritization, and troubleshooting support.
• Uphold a consistent follow-up regime on open tickets with both customers and internal teams, maintaining transparent communication and high customer satisfaction.
• Accurately record all customer interactions in ticketing systems, including inquiry specifics, categorization, prioritization, actions taken, and resolution.
• Act as an internal advocate for customer perspectives, contributing to product feedback discussions, beta testing, and pre-release evaluations of bug fixes and new functionalities.
• Lead and coordinate performance testing with the Customer Support team to ensure our application delivers an optimal customer experience and remains competitive.
• Oversee and engage in additional responsibilities as necessary, including leading and supporting internal projects and special initiatives