Context
Dfns is a cybersecurity company that builds custody SaaS protocol for web3 apps. Think of it as a developer tool that provides secure cloud for crypto. Our mission is to bring serenity to DeFi by eliminating new blockchain risks and making crypto transactions easier, faster, more affordable, and compliant with existing regulations.
From fintechs to large banks to e-commerce sites, Dfns gives financial institutions and businesses the freedom to own and transfer crypto on a battle-designed security infrastructure. Our API is designed to offer best-in-class developer experience allowing any platform to deploy custodial wallets in a matter of days, with streamlined feature delivery and frequent security upgrades.
Founded in 2020 in Paris, Dfns is a startup incubated at Station F (awarded Future 40), accelerated by Techstars and recognized DeepTech by the French Ministry of Economy. Our company is fully remote with offices in Paris, Amsterdam, New York, London, Stockholm, Sofia, and other cities.
Job Description
You will contribute to one of the most ambitious technology projects in crypto today: building a trustless custody infrastructure for the trillion-dollar digital asset industry.
You will join an amazing team of leaders (CEO, CMO, CPO) and experts (Sales Engineers, R&D Engineers, Software Engineers) in a highly challenging and collaborative environment.
We are looking for an experienced, detail-obsessed, reactive Customer Care Manager to provide excellent client service and to promote the idea of care throughout the organisation. The goal is to increase client satisfaction, loyalty and retention by constantly meeting their expectations.
As Customer Care Manager, you will be providing ongoing support to our clients and networking with them. You will build relationships, implement new programs that will increase our revenue potentials and reduce churn rates. You will also work directly with clients to help solve their problems and ensure their satisfaction while they are an active account with us. You will also work closely with other colleagues, namely product and tech teams, to ensure client questions and concerns are addressed in a timely manner. Consider this: Without great customer care, there is no great product development, and ultimately no great company. The success of our company heavily depends on the quality of its Customer Care Management.
Mission
Your primary goal will be to listen to the needs and desires of our clients. With an eye for total satisfaction, you must ensure that each client has been given all possible attention needed for positive results through effective methods.
Example of a primary metric would be NPS.
Your day-to-day projects will involve:
- Overseeing the hiring, orienting, and training of customer care staff.
- Establishing clear client retention goals aligned with company-wide strategies.
- Setting customer service goals for team members and helping them reach those goals
- Reviewing client complaints and concerns to improve their experience.
- Developing and implementing customer care policies, procedures, and regulations necessary for ensuring a satisfied customer base.
- Communicating with customers to identify their expectations and make appropriate adjustments to meet those needs.
- Following up with clients to ensure they receive optimal value from our products.
- Providing clients with updates and announcements on product developments.
- Establishing communication channels through which clients can share their feedback.
- Tempering frustrated and unsatisfied clients with table-turning best-practices.
- Analyzing customer data to get useful business insights and decision-making assistance.
- Defining and overseeing customer refund policies and processes.
- Referencing every client support action in structured records.
- Conducting surveys to determine client opinions regarding our products.
- Making weekly and monthly customer care reports for internal use.
- Adopting, challenging, iterating with client satisfaction methodologies like NPS.
- Equipping customer care staff with efficient tools to increase performance and productivity.
- Maintaining professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, applying for coursework, and participating in professional fairs.
Requirements
- 8+ years experience as a Customer Care Manager or similar role.
- Strong management skills with a track record of success in building and scaling effective customer service teams.
- Work well in matrix environments requiring you to deal with a wide range of stakeholders.
- Experience working with brand awareness and promoting value through client experience.
- High-level of ownership, accountability and personal organization as in 'great work ethics'.
- Extensive working knowledge of customer service software, databases and tools.
- Ability to think strategically and execute advanced troubleshooting and multi-tasking.
- Excellent organizational, administrative and problem-solving skills.
- Strong written and verbal communication, interpersonal, and customer service skills.
- Excellent client-facing, social skills to build relationships with clients quickly.
- Adept at courteously relating with clients to ensure their needs and expectations are met
- Mastery of help desk software like Zendesk, and CRM software like Salesforce.
- Founding-spirited with grit and guts to pursue complex worldwide ambitions.
- Ability to decide and respond appropriately under pressure.
- Excellent written and verbal communication skills.
- Humble, respectful, and very professional to others.
- Flexibility to work irregular hours.
- Appetite for Cybersecurity, Fintech, Blockchain and/or Crypto industries.
- [Bonus] Proven work experience in blockchain, DeFi and/or cybersecurity industries.
- [Bonus] As much foreign languages as possible
Benefits
- Role: Customer Care Manager
- Salary: €80-140K / year (avg base range).
- Equity: 0.1-0.3% (≈ €3.6-10.8M in case of €2B exit).
- Bonus: peer and spot bonuses after 8 months with us.
- Location: Hybrid. You can either work in our offices, from home, or remote.
- Paid time off: No less than 30 days per year, plus national holidays.
- Employee benefits: healthcare, life insurance, retirement plan, sponsored transportation, gym cards, food, Apple devices and home office equipment, tuition fee assistance, team retreats, and more.