Customer Experience Manager

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OpenSea is the first and largest marketplace for , or NFTs
Applications for NFTs include collectibles, gaming items, domain names, digital art, and many other items backed by a blockchain
OpenSea is an open, inclusive web3 platform, where individuals can come to explore NFTs and connect with each other to purchase and sell NFTs
At OpenSea, we're excited about building a platform that supports a brand new economy based on true digital ownership and are proud to be recognized as ranked top private company
When hiring candidates, we look for signals that a candidate will thrive in our culture, where we default to trust, embrace feedback, grow rapidly, and love our work
We also know how critical it is to celebrate and support our differences
Employing a team rich in diverse thoughts, experiences and opinions enables our employees, our product and our community to flourish
We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status
To help facilitate this, we support remote, hybrid or onsite work at either New York City, San Francisco or the Silicon Valley for the majority of our opportunities
As OpenSea’s Customer Experience Manager you will manage and coach an internal level 2 technical support team
You will be serving as a subject matter expert in NFTs, covering the most complex subject areas of our operations
In addition to managing our internal Customer Experience team, you’ll work closely with our BPO vendor to identify, conduct and evaluate performance trends
You will be connecting on day-to-day expectations with leadership and driving continual improvements in the customer experience and BPO vendor’s operational performance

In this role, you will ideally:

    • Have an understanding of contract negotiation, terminology, and adherence
    • Have some familiarity with crypto/web3 or NFTs
    • Have a deep understanding of KPIs, metrics, and key levers to drive each
    • Have financial acumen and a robust practice with quantitative analysis using contact center platforms and reporting platforms (Excel, Zendesk)
    • Have experience leading internal and outsourced/co-sourced teams
    • Have a working knowledge of geopolitics that could influence broad remote teams

What we're looking for:

    • 3-5 years of experience working in Customer Experience, preferably with a BPO provider
    • You should be passionate about CX
    • You should be a leader internally and externally (with the ability to manage up and down)
    • You should be an owner and be comfortable making decisions/recommendations
    • You should be a connector and strive to create connections between internal and external team members
    • You should be a driver of performance with high standards for excellence
    • You should be curious and comfortable innovating to solve problems
    • #LI-Remote