BlockFis mission is to provide liquidity, transparency & efficiency to digital financial markets by creating products that meet the needs of consumers & corporations across the globe. We build bridges between traditional finance & digital markets that enable growth for all participants.
Client Service at BlockFi
Were looking for a Client Service & Support Team Lead to join our team & take on following responsibilities:
- Responsible for directly managing & guiding a team of Client Service Associates.
- Serve as the primary point of contact for our North America East Client Service team
- Assist in managing the day-to-day operations & provide positive direction to ensure that your team meets or exceeds expected KPIs & SLAs
- Work closely with the Offshore Client Service Team to ensure theres seamless engagement.
- During periods of high volume or if there are escalated situations, assist as an individual contributor in order to ensure client needs are met & resolved
- Produce & report SLA & KPI reports for your team on a weekly basis
- Educate your team on expectations, procedures & goals
- Be a champion of CS when it comes to working cross functionally with different departments, thinking about how a product or feature will impact CS
- Assess client satisfaction & extract key business needs/issues
- Align with leadership regularly to discuss & optimize strategy & share customer feedback across functions
The ideal candidate will have:
- 4+ years of industry experience in a client-facing capacity with previous management experience
- An understanding of financial services (preferably blockchain technology & cryptocurrency)
- Demonstrated leadership skills & experience including team building, coaching, motivating, training & developing team members
- Ability to lead, train, & motivate your team
- Ability to work well within a team environment & foster cross functional working relationships
- Experience with sales and/or conversion & client relationship management
- Excellent interpersonal & communication skills, particularly in high stress situations
BlockFi has experienced incredible growth since our launch in August 2017. From raising over $100MM in debt & equity capital to helping thousands of clients (and growing!) do more with their crypto assets, we have established a dominant position as the debt & credit crypto market leader in the US. As we expand our product suite & geographic footprint, our addressable market will grow exponentially.
BlockFis leadership team has decades of experience in the traditional financial services & banking world, & we take a conservative approach to regulation that will position us well for sustainable long-term growth & expansion.
Our team is comprised of highly motivated professionals from diverse backgrounds. We are aiming to become the leading lender in crypto & are poised to redefine the global financial ecosystem for the better. In addition:
- BlockFi is one of the first companies to ever offer crypto-backed loans & the only company whose founding team has an institutional understanding of the debt capital markets & regulatory landscape in the U.S.
- $4.3MM of seed funding & $50MM in capital for funding loans
- $48 MM of Series A & B funding led by Valar Ventures with participation from Susquehanna, Winklevoss Capital, Fidelity, Galaxy Digital, Akuna Capital, & Morgan Creek
- We are moving quickly & have already deployed substantial capital into the space, proving our ability to execute & capture customer demand