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Head of Customer Support

Fold · Sep 11th 2020

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Headquarters: San Francisco URL: http://www.foldapp.com

We’re here to introduce the world to Bitcoin. Fold makes it easy to earn bitcoin, instead of airline miles and hotel points, on everyday purchases via our mobile app and upcoming Visa Bitcoin Rewards Card. We’re growing like crazy with a loyal (and loud!) community which has generated a lot of buzz (Fortune, Bloomberg).

Fold is looking for a Head of Customer Support to drive the vision for developing and implementing consistently outstanding customer support standards. This role will help establish and grow our customer support standards, protocols, and (eventually) lead a team. We’re looking for someone who can balance customer support strategy with business objectives. We’re a start up with a small team, so the successful candidate will be someone who is just as comfortable with high-level strategy as they are with getting in the weeds and executing.

**At this time, we're only accepting applicants in North America for this position.**

How You’ll Have an Impact

  • Supervise the day to day operations of Fold’s customer support needs
  • Build strong relationships with customers, based on trust, honesty, and delivering exceptional customer service
  • Develop procedures and policies for effectively managing incoming customer issues and increasing the efficiency of delivery of customer support
  • Ensure compliance with regulatory requirements impacting customers
  • Establish and analyze key metrics related to customer support to ensure consistently outstanding customer support
  • Leverage forward thinking and entrepreneurial mindset to to implement creative ways to improve customer support and customer relationships
  • Serve as an escalation point, both internally with the team and externally with customers, to facilitate resolution of issues

Why We’ll Love You

  • You have a demonstrated passion for customer service, and take pride in delivering exceptional customer support experiences
  • You have experience with the bankcard industry, including transaction processing and eCommerce
  • Analytics drive your decision-making, and you leverage your passion for data to find creative solutions to problems
  • You’re intellectually curious, with an entrepreneurial mindset, comfortable rolling up your sleeves to find solutions and learn new things, with a focus on supporting the growth of the company
  • You’re excited about our mission, and by the thought of disrupting legacy business models in the industry
  • You have the drive to initiate and follow through on projects with little oversight, and the grit to work through obstacles while collaborating with the team
  • You have a diverse background, working with a cross-functional team to achieve shared goals
  • You excel in communicating, as it is crucial to the smooth operation of our distributed team

Why You’ll Love Us

  • We’re a highly collaborative, fully remote team
  • Generous benefits, including health, vision and dental insurance
  • Unlimited time off policy - we trust you to manage your own time
  • Paid parental leave
  • Company retreats and onsites

To Apply

Send cover letter and resume to people@foldapp.com. Please include Head of Customer Support in the subject line of the email.

Interested in the position, but don’t meet all the requirements? We’d still love to meet you, and invite you to apply. Fold is an equal opportunity employer. We don’t discriminate against applicants for any reason.

To apply:

Apply on WeWorkRemotely