Location: Remote
Hours: 15 hours per week
Note: IF YOU ARE A COMPANY OR ASSOCIATED WITH ONE, PLEASE DO NOT APPLY. THANK YOU.
About Us:
Apolo P2P is a leading peer-to-peer tutoring platform specializing in Blockchain and cryptocurrency education. Our platform connects learners with knowledgeable tutors who provide personalized instruction and guidance in these rapidly evolving fields. At Apolo P2P, we are committed to fostering learning and innovation in Blockchain and crypto education.
Position Overview:
We are seeking an experienced and dynamic Customer Support Director to lead our customer support team. The Customer Support Director will play a critical role in ensuring exceptional customer service experiences for our users and driving customer satisfaction and retention.
Responsibilities:
Develop and implement customer support strategies and processes to enhance the overall customer experience and drive customer satisfaction and retention.
Lead and manage the customer support team, including hiring, training, and performance management, to ensure high-quality support services are delivered consistently.
Establish key performance metrics and goals for the customer support team and monitor performance against targets to drive continuous improvement.
Serve as the escalation point for complex customer issues and inquiries, resolving them in a timely and effective manner while maintaining a customer-centric approach.
Collaborate cross-functionally with other teams, including product development, marketing, and sales, to advocate for customer needs and drive product improvements and enhancements.
Stay informed about industry best practices and emerging trends in customer support and leverage this knowledge to continuously evolve and enhance our support operations.
Requirements:
Bachelor’s degree in business administration, marketing, or a related field; advanced degree preferred.
Minimum of 7 years of experience in customer support or customer service roles, with at least 3 years in a leadership or management position.
Proven track record of building and leading high-performing customer support teams in fast-paced, dynamic environments.
Strong understanding of customer support best practices and processes, including experience with ticketing systems, knowledge management tools, and customer feedback mechanisms.
Excellent communication and interpersonal skills, with the ability to effectively interact with customers, team members, and stakeholders at all levels of the organization.
Ability to analyze data and metrics to identify trends and insights, drive data-driven decision-making, and measure the effectiveness of customer support initiatives.
Passion for delivering exceptional customer experiences and a customer-centric mindset with a focus on continuous improvement and innovation.
Benefits:
Opportunity to work at the forefront of Blockchain and cryptocurrency education and contribute to the growth of a dynamic startup.
Collaborative and innovative work environment with opportunities for professional growth and development.
How to Apply:
Please submit your resume and a cover letter outlining your qualifications and interest in the position.
