Head of CustOps - Customer Service and Operations

NOAH

Anywhere Remote only

Full Time

Engineering

Jan 31

This job is no longer accepting applications.

NOAH is the all-in-one bitcoin money app for everyone, everywhere. We are building the future of money, and we’re growing rapidly.

We are backed by leading Emerging Market Investors and are now hiring for new roles based out of London.

Our Story

The flood is truly coming - and we believe in leveraging the power of technology to solve some of the world’s biggest problems.

Enter: Noah, the bitcoin-fueled ark of the future. We’re here to fix money and we have room for everyone on board. We’re finally levelling the financial playing field by building a robust financial services platform directly on top of Bitcoin. For the first time in history, everyone on the planet will have access to a comprehensive suite of financial services. No frills, no tricks, no strings attached. An all-in-one financial application for everyone, everywhere.

Our Co-Founding team is highly experienced with previous executive roles at UK’s Top 10 technology firms.

About the role

The ideal candidate for this role will be a senior professional that emphatically places Noah's community interests at the heart of our business. As a professional with first-hand experience in customer services and support, they will bootstrap Customer Service and Operations at Noah by defining customer operations and informing related policy and technology decisions.

Acting as the Voice of the Customer, they will ensure customer feedback is duly assessed and distributed to stakeholders across the business and will champion customers' needs to Product and Technology for inclusion in our roadmap. They will work with the executive team to define key performance metrics for the CustOps and work with Product and Technology to automate the reporting of their team's performance.

Initially, the role demands an individual that will liaise directly with customers, service support calls, answer questions and ensure customer satisfaction to the best of their ability, taking measures to secure the privacy of any Customer data held by Noah.

As Noah's customer numbers grow, so will the CustOps team. The Head of CustOps will plan this expansion, defining roles, budgets, and the organizational structure of the team as well as the technology and services they will need to maintain customer satisfaction and overall performance.

Ultimately the Head of CustOps at Noah will expand the team incorporating near/offshore services centers alongside a core team of in-house operators.

The ideal candidate will work with Product and Technology to develop Noah's Back Office system helping to define its UX/UI to optimize the productivity of their team. They will also inform decisions on integrations with third-party tools which they will propose for use in developing the capabilities of our Noah Back Office.

Responsibilities

You will be responsible for:

  • Defining Customer Service and Operations policies and procedures for Noah ensuring they are aligned with the regulatory requirements to which Noah is subject while ensuring operations remain effective and efficient.
  • Proposing the performance metrics that the team will be measured against such as NPS (Net Promoter Score) – CSAT (Customer Satisfaction), Average Resolution Time, Average Reply Time among others.
  • Working with Product and Technology to define the requirements for Noah's Back Office application to support CustOps.
  • Proposing and evaluating suitable technology partners to integrate with Noah's Back Office application to enhance CustOps abilities and capabilities.
  • Proposing and evaluating suitable service partners that augment Noah's customer service functions.
  • Directly liaising with Noah's community, servicing requests for help and information from an established help desk number and connected social media channels.

What you will bring...

Professionalism, experience, and enthusiasm are the key qualities that we require from the Head of CustOps. You will be a public-facing and recognizable member of Noah's team with all that entails. You will bring practical and proven experience when dealing with requests for assistance, information, or support. You will confident in your team's ability to deal with a broad range of customer and community-related operations.

About you

  • You will be conscientious, caring about our customers, our technology, our culture of performance, and of course, our mission
  • Thrive in autonomous, ambiguous roles
  • Strong attention to detail
  • You will be industrious. There will be times when we will have to go the extra mile, work late or over the weekend, but it's not just a matter of working hard, it's about being productive
  • Strong leadership skills with a proven track record of effective strategic planning, timely execution, and delivering results against company goals
  • Excellent language, copywriting, and interpersonal skills
  • Hands-on, data-driven, accountable, and highly motivated, with a team-player attitude
  • Ideally, a self-starting individual with initiative, motivated by the team's success, a sense of fun, and good humor under pressure.
  • In-depth knowledge of crypto is strongly preferred, passion for Bitcoin is a must
  • Ultimately you are going to be an owner in this business, someone we can count on.

Compensation

Base salary depending on experience + equity.

Decentralised / Remote Environment

Noah is a fully remote working company. We seek to hire the best talent from around the world, wherever you may live.

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NOAH

The all-in-one money app powered by bitcoin.

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