About MakersPlace
Founded in 2018, MakersPlace is a curated online marketplace that allows artists to create and sell unique digital creations (NFTs) using blockchain technology (digital art marketplace). We offer a platform aimed at empowering digital creators to create and sell their unique pieces, while providing verifiable proof of authenticity, ownership, and scarcity on the blockchain. Stay up to date on all of our hottest drops and collaborations at MakersPlace on Linkedin, Twitter and on our Blog.
About the Role
We are looking for a dedicated Customer Support Manager  to lead our CS team. Your mission will be to consistently improve the experience for creators and collectors throughout their journeys in our marketplace. You will constantly strive to delight our customers through innovative and creative initiatives utilizing team members and customer insights, data and industry best practices.
In this role you will
- Manage a team of three responsible for customer service and creator onboarding
- Be a driving force for the team to boost customer delight, response and resolution time set the standards to achieve exceptional customer experiences by consistently improving our support channels through iteration
- Build out and manage Salesforce Service Cloud, including developing self service solutions and our knowledge baseDevelop and monitor key performance indicators to measure and improve both productivity and satisfaction
- Act as a key stakeholder in impactful customer experience projects, you will help lead and guide these efforts towards the desired results
- Closely collaborate with cross-functional partners to creatively and effectively optimize our service processes and performance to better meet our customerâs needs
- Continuously optimize process and best practices by acting on customer, team member, and stakeholder feedback.
- As a member of the organizationâs Management Team, build and cultivate strong relationships with leaders in the organization; serve as a trusted advisor and partner to maximize reach and impact in their areas of responsibilityHelp establish and be the beacon of our customer experience strategy, maintaining alignment with company OKRs and how your team contributes to their successÂ
- Stay up-to-date on industry trends and best practices in customer experience
Requirements for this role
- Proven professional with 5+ years of Customer Support / Experience experience as in a startup environment, and +3 years as a people manager
- Ability to effectively utilize and present relevant data to key stakeholders to drive decision making and maximize business results.
- Track record of leading teams towards reaching and exceeding goals and KPIs
- You believe in putting your people first and cultivating a team culture that aims to develop and grow skills, knowledge, and opportunities
- Outstanding facilitation, brainstorming and collaboration skills
- A strong liaison, able to guide internal and external key stakeholders towards building a consensus around a clear call to action
- A unique facilitator, passionate about building and cultivating strong working relationships with reports, peers and internal and external partners and stakeholders
- Purposeful decision maker under pressure, you are able to solve challenges in a way that will guide us forward in a better, scalable way
- Proven experience successfully implementing and managing Salesforce Service Cloud or alikeÂ
- Web3 experience preferred
Perks and Benefits
- Opportunity to join a well-funded startup competitive salary and benefit package, and eligibility to take part in the company equity incentive program
- Amazing company culture that values transparency and collaboration while never forgetting to have fun while we work!
- Health/Vision/Dental covered 100% for you!
- $500 workstation stipend, with an additional $1000 after 6 months of employment
- Flexible vacation policy
- Monthly Wellness and Travel stipends
- 100% RemoteÂ
- â¦and more!
The Team
At MakersPlace, we curate our team as carefully as we do our digital marketplace to ensure the best experience for both our creative community and employees. Our remote-first company was founded by senior engineering leaders from Pinterest, including the first engineer and former head of growth engineering, and is funded by top-tier venture capital funds and angels in Silicon Valley.
MakersPlace is an equal opportunity employer and highly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
MakersPlace participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.Â
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