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| Job Position | Company | Posted | Location | Salary | Tags |
|---|---|---|---|---|---|
BloXroute Labs | Remote | $72k - $75k | |||
bloXroute Labs | Remote | $100k - $150k | |||
Swapped.com | Remote |
| |||
Bitpanda | Remote | $54k - $102k | |||
| Learn job-ready web3 skills on your schedule with 1-on-1 support & get a job, or your money back. | | by Metana Bootcamp Info | |||
Binance | Buenos Aires, Argentina |
| |||
TSMG | Riga, Latvia | $89k - $100k | |||
LI.FI | Remote | $90k - $112k | |||
LI.FI | Remote | $90k - $112k | |||
Dune | United States | $77k - $100k | |||
Ledger | London, United Kingdom | $63k - $102k | |||
Binance | Abu Dhabi, United Arab Emirates |
| |||
Zero Hash | Manilla PH | $72k - $150k | |||
Bitso | Latin America | $13k - $27k | |||
Localcoin | Canada | $54k - $68k | |||
Keyfactor | Remote | $63k - $85k |
BloXroute Labs
$72k - $75k estimated
bloXroute is seeking an experienced results-driven Technical Support Manager to join our dynamic team. As the Technical Support Manager you will be responsible for managing a team of Technical Support Engineers. This role will involve working closely with bloXroute users to understand their needs and help them maximize the value of our products and services. Manage support downtime and product issues, while effectively communicating status updates to users.
This position is a remote position based in the EU timezone.
Responsibilities
- Lead and mentor the technical support team by defining responsibilities and procedures
- Assess, select and implement new customer support tools to enhance team efficiency to align with bloXroute products
- Continuously improve the technical support processes to enhance team efficiency and deliver an exceptional experience
- Establish clear workflows, SLAs (Service Level Agreements), and escalation protocols
- Manage and escalate technical solutions to Engineering teams to resolve all concerns and communicate to users in a timely manner
- Ensure the team has clear documentation of technical issues, solutions and feedback
- Maintain a deep understanding of all products and services to effectively guide and support the team
- Guide new users, blockchains, miners and businesses through the onboarding process ensuring they are fully able to use products and services
- Provide regular reports on key performance indicators such as resolution times, user satisfaction and team productivity
- Conduct research to improve software and utilize data to provide insights and recommended action plans
- Understand users’ goals and objectives, and provide a strategic insight on how to help them achieve their success with bloXroute solutions
- Customize support tools to meet customer needs and team workflows
Requirements
- 5+ years of experience as a Technical Support Manager or relevant experience
- Proven management skills with the ability to motive, coach and develop a high-performing team Understanding of ETH (EVM) or Solana blockchain networks
- Experience with using web3 (like web3py, web3js) clients to query blockchain data
- Understanding of blockchain nodes and p2p networks
- Experience with managing large amount of users via social networks
- Excellent communication skills, with the ability to build rapport and trust with users
- Proven problem solving skills with a proactive approach
What is the role of a customer support?
A customer support role would typically involve assisting customers with any issues or questions they have about the web3 platform or any of the decentralized applications (dApps) that run on it
This could include helping users navigate the platform, troubleshooting any technical issues they might be experiencing, and providing guidance on how to use specific dApps or features
The specific responsibilities of a customer support role in web3 would depend on the organization they are working for and the specific needs of their customers.