HEAD OF CUSTOMER SUPPORT

🚀 Venga: bridging innovative blockchain technologies to traditional financeVenga is an app with a mission to take innovative blockchain technologies and bridge them to traditional finance inside a powerful centralized app, empowering people to effortlessly discover, invest, and navigate the world of Web3.🔎 Who We're Looking ForWe are looking for a Head of Customer Support to join our team and build a customer support department from scratch. This role is challenging and requires a hands-on approach to 306 degrees of customer support processes while hiring a team and establishing a scalable framework. This role will report directly to the CEO and will work closely with all Venga departments. If you are knowledgeable and passionate about Web3 and blockchain technologies, hungry for a challenge, looking to work in a fast-paced startup environment, and want to form a customer support department from scratch, then this role is for you!💻 What You'll Be DoingVenga has a customer-first approach, and we need to build a superstar customer support service that all Venga users will trust.You will start by researching and studying the best practices for customer support in the crypto and fintech spaces, taking what works and building something even better at Venga. We currently use Zendesk, so you will take over all existing processes and build a scalable customer support framework from scratch.You will outline a hiring plan for Venga's customer support department and lead recruitment.You will lead partnerships and communications with customer support outsourcing companies if and when necessary.You will lead Venga's support ticketing system with a hands-on approach, ensuring that all tickets are answered promptly.Being in love with the process of communicating with customers, you will build and maintain positive relationships with customers so that users know they can always rely on Venga's support team.You will work closely with Venga's compliance and finance departments to ensure that all support messages that concern cross-departmental cases are communicated.You will take customer feedback and communicate customer needs cross-departmentally, ensuring the input is heard and acted upon.You will create support email templates that you and the team will use and continuously update.You will build Venga's help center in Zendesk and create detailed and professional articles that will be useful to customers and help show that Venga is a thought leader in the Web3 space. As Venga grows, you will help set up other support communication channels to help Venga be a leader in customer support communication.You will set up analytics for all support activities and develop KPIs for the support team.You will prepare and present reports on customer success metrics to the CEO and the executive team.👤 Who You Are & What You'll NeedYou are in love with customers and customer communications. You thrive when you make customers happy, and you live by the notion that "customer is king." You have 8+ years of experience in customer support and a proven track record of success, preferably in a startup environment.Native or Advanced level of English and Spanish.Strong copywriting and reviewing skills in both languages.Experience working with Zendesk and other customer support tools.You have a deep understanding of blockchain technologies and Web3 and are comfortable helping customers solve crypto-related issues. Bachelor's degree in Business Administration, Communications, or any other relevant field.Professional customer support certifications, such as CCSM, CCXP, or others, are a big plus.Prior leadership skills with the ability to form a team from scratch.You are not afraid to get your hands dirty and are ready to get involved in multiple processes simultaneously.You are exceptionally well organized and can stay calm when working to tight deadlines.You can break complex problems into viable and actionable chunks and solve each problem accurately and effectively.🇪🇸 What we offerFull-time permanent contract.A sunny office in Barcelona 100 meters away from the beach.A hybrid work model with the option of going to the office daily if preferred.A brand new MacBook Pro.Health insurance.Exciting work in a dynamic, international, and hyper-growth startup.