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Core Responsibilities:

• Provide strategic direction for the Cryptocurrency Wealth Management team, aligning activities with organizational goals.
• Develop and implement initiatives to enhance the overall customer experience.
• Work closely with and report to the Senior Customer Support Manager, ensuring alignment of Cryptocurrency Wealth Management strategies with broader customer support objectives.
• Collaborate on cross-functional initiatives to streamline support processes and enhance overall service quality.
• Oversee the team in building and maintaining strong relationships with VIP crypto customers.
• Ensure a deep understanding of customers' specific needs,goals, and preferences.
• Offer advanced technical assistance and troubleshooting for complex customer issues related to cryptocurrency wallets and trading platforms.
• Address escalated security concerns, providing guidance on best practices for safeguarding crypto assets.
• Ensure the team is well-versed in internal product features.
• Collaborate with relevant departments to provide customers with advanced insights and tailored recommendations.
• Oversee the team in assisting customers during market volatility or emergencies.
• Provide strategic guidance to help customers make informed decisions and manage risk effectively.
• Ensure the delivery of round-the-clock customer support, addressing urgent inquiries.
• Coordinate in-person meetings as necessary, excluding customer accommodations.
• Lead efforts to build and maintain a robust network of contacts in the cryptocurrency industry.
• Explore and evaluate potential customers and partnerships.
• Oversee the onboarding process for new VIP customers, ensuring a seamless transition and comprehensive understanding of services provided.
• Establish and monitor key performance indicators (KPIs) for the team.
• Implement strategies to continuously improve service quality and exceed performance targets.

Qualifications:

• Bachelor's degree in a relevant field (Finance, Business, etc.).
• Minimum 5 years of experience in Customer Experience or related functions in management level.
• Extensive experience in cryptocurrency-related roles, particularly in wealth management.
• Strong English communication skills.
• Strong leadership and strategic management skills.
• Exceptional customer service and communication skills.

Remark: Given the nature of the mentioned position, where employees are involved with customer data and asset values, and/or the company, to comply with legal and regulatory standards established by the Securities and Exchange Commission, as well as to align with laws and overseeing agencies, the company requires a criminal background check as part of the post-interview process before joining the company. Your criminal history information will be retained for a period of 6 months from the start date.