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What is BlockFi?

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.

Were a team of builders & strivers, proud to champion financial inclusivity & offer economic opportunities around the globe. We provide the same inclusivity to our team members. BlockFi is a place where diversity is celebrated, individuality is recognized, & every single team member is valued. We are changing the status quo to be the first financial company that people love, & we rely on our people to make it happen! 

BlockFi is looking for a Client Escalations Manager to join our growing team!

About the Team & Role

Were looking for a Client Escalations Manager to join our team & take on the following responsibilities:

  • Handle escalated client situations, including dissatisfied or upset clients, de-escalating & working directly with clients to ultimately resolve the inquiry.
    • Be the owner & point of contact for client escalations thats triaged through the CEO & ensure white glove coordination to ensure client satisfaction.
    • Serve as the primary point of escalation contact for the US Escalations Team.
    • Be a champion of CS when it comes to working cross functionally with different departments during outages/breaks/bugs to be the voice of CS to determine the best path forward to resolve the issue & maintain best client experience.
  • 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 & triage between Offshore Team & Escalations Team
  • Produce & report SLA & KPI reports for your team on a weekly basis
  • Develop scalable & repeatable processes & educate the teams internally to ensure smooth operation during incidents / escalations.
  • Assess client satisfaction & extract key business needs/issues
  • Align with leadership regularly to discuss & optimize strategy & share client feedback across functions 

About You

  • 5+ 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 work well within a team environment & foster cross functional working relationships
  • Excellent interpersonal & communication skills, particularly in high stress situations

This position provides a large opportunity for professional growth as we scale our organization. The individual who joins our team should expect to scale with our company & be ready to take on larger responsibilities over time. 

Qualified applicants should respond with a brief intro to their background.

Your Perks:

We benefit from the great work our employees do each day. That is why we are committed to providing a variety of awesome benefits to help them live their best lives.

  • Competitive salary because we value your experience & expertise
  • Unlimited vacation / sick days because everyone deserves time for R&R
  • Employer contribution towards health coverage (including vision & dental) because your physical health & well-being is important to us 
  • Various fringe benefits such as 401k, Parental Leave, FSA/HSA, & Employee Assistance Programs because health coverage is more than just choosing your yearly plan 
  • Flexible work environment because we are a geographically dispersed team & we believe in balance
  • Pet insurance because all of your beloved family members should have coverage too
  • Weekly lunch stipend because there is such a thing as a free lunch! 
  • A close-knit team of enthusiastic, collegial & driven people to work alongside in a highly meritocratic environment because teamwork makes the dreamwork

Why BlockFi?

BlockFi has experienced incredible growth since our launch in August 2017. Our client base has grown to more than 225,000 (and counting), & the company now boasts more than $15 billion in assets on our platform. We recently completed a Series D funding round placing the company's valuation at $3 billion, & our team now has more than 500 people worldwide. We have established ourselves as a crypto market leader, & as we expand our product suite & geographic footprint, we expect our addressable market to grow exponentially.

BlockFi's 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.
  • $100 MM of Series A, B, & C funding led by Valar Ventures with participation from Susquehanna, Winklevoss Capital, Fidelity, Galaxy Digital, Akuna Capital, & Morgan Creek
  • $350 MM of Series D funding led by Bain Capital Ventures, partners of DST Global, Pomp Investments & Tiger Global
  • We are moving quickly & have already deployed substantial capital into the space, proving our ability to execute & capture customer demand
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