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Circle // global crypto finance
Atlanta - will also consider remote in US    Posted: Friday, March 19, 2021
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Circle is a global financial technology firm that enables businesses of all sizes to harness the power of  digital currency & public blockchains for payments, commerce & financial applications worldwide. Circle's platform has supported over 100 million transactions worth tens of billions of dollars, with nearly 10 million retail customers, over a thousand businesses, while storing & securing more than $5 billion in digital currency assets. Circle is also the creator of USD Coin (USDC), the fastest growing, regulated, dollar, which is quickly approaching 10 billion in circulation, growing over 1000% year over year. Today, Circle's transactional services, business accounts, & platform APIs are giving rise to a new generation of financial services & commerce applications that hold the promise of raising global economic prosperity for all through programmable internet commerce.

What youll be part of:

With the mission To raise global economic prosperity through programmable internet commerce, Circle was founded on the belief that blockchains & digital currency will rewire the global economic system, creating a fundamentally more open, inclusive, efficient & integrated world economy.  We envision a global economy where people & businesses everywhere can more freely connect & transact with each other with new technologies for digital money. We believe such a system can raise prosperity for people & companies everywhere. Our mission is powered by the values we espouse & which we expect all Circlers to respect. We are Multistakeholder, serving the needs of our customers, our shareholders, our employees & families, our local communities & our world. Furthermore, we are also Mindful, Driven by Excellence, & High Integrity.

What youll be responsible for:

Reporting to the Director of Client Solutions, you will own & build Circles 24x7x365 Customer Support organization. You will play an integral role in defining & executing our strategy for providing world class service to customers with every interaction. From resolving general inquiries to troubleshooting complex technical issues, you & your team will partner with a variety of internal stakeholders to address all customer needs in a timely manner, build & optimize ticket flows & procedures, & provide regular operations reports to a cross-functional team on a monthly basis.

Most importantly, you will set the foundation for long-term, successful customer relationships that rely on Circles technology & future innovation to grow their business.

What you'll work on:

  • Recruiting, hiring, training, & coaching a global team of Customer Support Representatives & Managers
  • Developing & publishing policies & standard operating procedures for the Customer Support organization
  • Creating & maintaining knowledge base documentation, as well as support playbooks & macros, for all of Circles products & services
  • Ensuring that all Circle customers are delighted with the service provided by the support team, as measured by customer satisfaction surveys 
  • Optimizing ticket flows, procedures, & tools used for tracking & responding to customer issues
  • Defining & maintaining SLAs for all issue types & priorities, handling critical escalations, & providing incident reports to customers
  • Reporting regularly to internal stakeholders on customer support operations & ticket metrics

You will aspire to our four core values:

  • Multistakeholder - you have dedication & commitment to our customers, shareholders, employees & families & local communities.
  • Mindful - you seek to be respectful, an active listener & to pay attention to detail.  
  • Driven by Excellence - you are driven by our mission & our passion for customer success which means you relentlessly pursue excellence, that you do not tolerate mediocrity & you work intensely to achieve your goals. 
  • High Integrity - you seek open & honest communication, & you hold yourself to very high moral & ethical standards.  You reject manipulation, dishonesty & intolerance.

What you'll bring to Circle:

  • 7+ years experience in customer service or support roles, with progressive responsibilities
  • 3+ years of managerial experience, preferably managing managers
  • Experience building & operating a 24x7x365 customer support organization servicing customers around the globe
  • Knowledge of commonly used helpdesk software such as Zendesk, Hubspot Service Desk & JIRA
  • You have a passion for enabling & motivating people to do their best work
  • You work very well cross-functionally, & are able to think rigorously & make hard decisions & tradeoffs
  • You have experience managing remote teams
  • The ability to thrive on a fast pace environment with high level of autonomy & responsibilities
  • Track record of achieving high levels of customer satisfaction  

We are an equal opportunity employer & value diversity at Circle. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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