Remote
Exodus

VP of Community Support

100% Remote

Full-time

$100k – $150k

Paid in BTC

Do you believe Customer Support is the engine which drives trust, brand loyalty, and engagement leading to growth?

Do you think the mass-adoption of cryptocurrency will be impossible without companies building resources to make sure customers receive VIP or white glove support experience?

Exodus is looking for a VP of Community Support to make the best customer experience in crypto scalable, and a proven driver of cryptocurrency mass adoption.

As the Exodus VP of Community Support, you’ll be responsible for driving the long-term vision of the support department, all customer engagement pipelines, and leading a crack team of Community Support Engineers renowned for their empathy and relentless pursuit of customer success.

What You Will Do

  • Design and execute a long-term vision for becoming the best customer support experience in crypto.
  • Rapidly scale and lead a team of wallet support professionals dedicated to providing empathetic, 24/7 assistance across multiple engagement platforms.
  • Communicate and advocate for the needs of Exodus customers.
  • Identify and hire A-players.
  • Structure and implement a white-glove experience across all customer engagement platforms.
  • Identify and integrate key tools and enterprise services seamlessly.
  • Assess and optimize all self-service customer support products.
  • Measure key support metrics and turn learnings into positive actions for growth.
  • Interface with other department stakeholders to ensure that all support needs are addressed in the application.
  • Make the Exodus Community Support Department the career destination for aspiring crypto professionals worldwide.
  • Develop and maintain the support department budget and allocation of resources.

Who You Are

  • You are determined, empathetic, candid, and humble.
  • You are passionate about digital assets.
  • You have a great track record of managing high-performance, global customer support teams that run 24 hours a day, 7 days a week.
  • You have architected and delivered exceptional service to customers over multiple channels such as email, social media, Knowledge Base/self-service, Slack, Telegram, WeChat, Discord, and some that we have not even considered yet.
  • You have demonstrable experience scaling and leading diverse teams of talented individuals.
  • You know what it takes to track a team member’s growth from day 1 to year 5 and retain top talent.
  • You are experienced in interviewing and vetting A-players for remote support positions.
  • You speak English fluently and feel very comfortable on video-calls
  • You are organized and can comfortably manage multiple deadlines, complex deliverables, and team needs.
  • You have excellent references and a history of established relationships in former careers.
  • You are driven, curious, and tenacious in solving problems.
  • You have used Exodus and have exchanged digital assets inside the platform.
  • You are passionate about people and work to help them achieve their objectives.
  • You take responsibility for your actions.

Bonus: You can invite us to interact with a customer experience you architected yourself.

Salary and Payment

The VP of Community Support will make between 100k – 150k USD based on experience. All salaries are paid in Bitcoin. Below are general salary guidelines for this position.

100k :

  • You are a leader who can directly impact customer acquisition and retention.
  • You have no ego and are ready to dive into every nook and cranny of our support department to see what needs to be preserved, axed, or built.
  • You have a vision for what crypto customer support will look like in the future and you can articulate exactly how we will get there.

150k :

  • You fit everything in the 100k salary range.
  • This job will allow you to fulfill a plan that you’ve always wanted to put into action and you are ready to hit the ground running with a tried-and-true vision for increasing crypto adoption through customer success.
  • This is not your first time scaling a white-glove customer support team.