Job Openings ＞ Job Description

Customer Support Manager

Location

  • Singapore

About imToken

imToken, a Series-B blockchain technology company headquartered in Singapore, is inspired to make digital life equally accessible to everyone, and we are committed to creating digital wallets that are simple to use, safe and secure for every user.

Since its founding in 2016, imToken has served over 14 million users in more than 150 countries worldwide. Currently imToken supports the management of multi chains, decentralized exchange and DApp browser. In 2020, we established imToken Labs to continue to explore and apply cutting-edge blockchain technologies to drive innovation and growth of imToken in the global marketplace.

A blockchain is only valuable when the nodes are connected. We look for people who are fast learners, self-motivated and value teamwork regardless of role or team. imToken welcomes everyone who joins imToken to bring their unique talents to the team and make the blockchain different!

What you'll be doing

  • Lead and manage customer support team to delight customers and help solve customer issues presented at support channels, communities and App marketplaces.

  • Provide constant direction to team members to ensure high quality service level

  • Provide coaching and fair evaluation to help team member to perform and grow

  • Constantly improve and streamline operations or SOP to enhance productivity and service quality  

  • Develop service quality metrics to track and evaluate results including but not limited to  individual performance, channel effectiveness, tool productivity and customer satisfaction

  • Step in to handle difficult or high impact issues, complaints with impacted customers, organization and government agencies

  • Effectively turn customer voices into insights that benefits other cross functional teams

What we look for in you

  • 5+ years customer support experience 

  • People-manage support team of 8 or more

  • 2+ years blockchain related services

  • Hands on experience solving customers problem in different channels and setting

  • Showcase good leadership skills to carry team members along

  • Excellent communication skills and professionalism to handle disputes and emergencies

  • Good interpersonal skills, ability to multitask and result oriented

  • Bi-lingual in English and Chinese

Apply by emailing us at hr@token.im with the following information：

  • Your full name

  • The job you’d like to apply

  • The job location(s) you prefer

  • Contact info (email address and phone number)

  • Resume

  • LinkedIn profile URL (optional)

  • Portfolio URL (optional)