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Circle // global crypto finance
London - will also consider remote in UK    Posted: Thursday, August 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 platforms & products provide a suite of internet-native financial services for payments, treasury infrastructure & capital formation. Circle is also a principal developer of USD Coin (USDC), which has become the fastest growing dollar digital currency in the world. USDC has grown to over 23 billion in circulation & supported over $640B in transactions in the past year. Circles payments & treasury infrastructure services available through the Circle Account & APIs helps bridge the legacy financial system & digital currency & blockchain based finance.  Circles SeedInvest service brings internet-native fundraising & capital formation to startups & growth companies.  Combined, Circles suite of services helps companies to participate in a more open, global & inclusive financial system.

What youll be part of:

With the mission To raise global economic prosperity through the frictionless exchange of financial value, Circle was founded on the belief that the internet, 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 & internet-native finance. 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:

This is an exciting new role reporting to the VP of Global Customer Support. You will be joining our rapidly growing team & helping us to scale our Customer Support organization in EMEA. Were looking for an independent, self-motivated, proactive, results-oriented & influential person to join our amazing team. Youll play a critical role focused on helping us scale & deliver exceptional service to all of our customers around the world. From resolving general inquiries to troubleshooting complex technical issues, you & your team will partner with a variety of internal stakeholders to assist customers with their needs. You will also be a key member of the Customer Support leadership team tasked with evolving our support model, optimizing our support flows & procedures to ultimately deliver outstanding customer experiences.

What you'll work on:

  • Recruiting, hiring, training, & coaching a team of amazing Customer Support representatives
  • Helping to develop & publish policies & procedures for the Customer Support organization
  • Ensuring that all Circle customers are delighted with the service provided by the support team
  • Optimizing the support flows & tools used for tracking & responding to customers
  • Managing a team of outstanding people who care deeply for customers 24/7/365 
  • 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 & working with customer success managers & sales account executives on customer related initiatives.
  • Partnering closely with peers in other regional locations to ensure continuity of service

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:

  • You care deeply about the customer experience & strive to refine your craft everyday
  • You are motivated & passionate in the pursuit of helping people do their very best work
  • 7+ years experience in customer experience or customer support
  • 3+ years of managerial experience, preferably managing support teams
  • Experience building, operating & enhancing 24x7x365 customer support teams 
  • Knowledge of software solutions such as Zendesk, Hubspot & JIRA
  • You work very well cross-functionally & can articulate complex problems clearly
  • The ability to thrive on a fast pace environment with high level of autonomy & responsibility
  • Track record of achieving high levels of customer satisfaction & operational excellence 
  • You have a passion & talent for writing along with excellent verbal communication skills
  • Proficiency in Google Suite, Slack & Apple MacOS preferred. 

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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