This is a completely remote role and can work anywhere in the US.

RECUR is building the future of digital collectibles on-chain, known as Non-Fungible Tokens (NFTs) – the newest Unicorn industry.

Global brands are interested in venturing into NFTs to establish new connections with their fans. However, they are very careful about who they work with, especially in the cutting-edge world of blockchain. RECUR is founded by the perfect blend of leaders in the brand licensing space and technology leaders from top cryptocurrency exchanges, digital asset trading desks, financial institutions, and blockchain software companies. Investors include Joseph Lubin, co-founder of Ethereum, Winklevoss Twins, Courtside VC, Hashed, and many more. 

RECUR is seeking a Director of Customer Experience to join its team full-time. This is an exciting opportunity to join a fast-growing team, where you will support RECUR’s customers and clients by leading the Support team, ensuring delightful user experiences as they interact with some of the largest brands in the world entering the nascent and growing NFT space.  

What you will do at RECUR

• Lead RECUR’s Support team, building and maintaining a best-in-class experience for all of RECUR’s users, including staffing and training RECUR’s Support team, ensuring rapid response times for inbound inquiries, implementing thoughtful automation of processes, maintaining detail-oriented focus on recurring requests and concerns to ensure effective prioritization of feedback, and delivering on key business outcomes
• Lead the development of processes, tools, and Support team enablement materials to ensure all RECUR users have the most delightful onboarding and support experiences possible
• Build the RECUR Support team, partnering with RECUR’s People and Operations teams to source and recruit best-in-class talent in the most efficient manner possible to implement and maintain the processes you have developed
• Oversee and help architect the onboarding process for RECUR’s users, ensuring that they are consistently satisfied with their experiences and that funnel conversion rates are continually optimized
• Continuously develop your understanding and approach to serving RECUR’s users across our branded experience portfolio, including the unique characteristics of each community, learning about these communities deeply, and anticipating their needs and expectations
• Effectively communicate and collaborate with RECUR’s Community, Product, Risk, and Engineering teams to drive implementation of new features requested by users, prioritization of bugs, and incorporation of feedback into the development process
• Enhance Support team documentation and processes, incorporating learnings from all user interactions across the RECUR portfolio
• Deploy your existing expertise in serving users, clients, and customers of crypto and financial products and services, ensuring excellent service is provided to all users and that their voices are heard across RECUR

What you bring to RECUR

• 5+ years of experience in a customer support role in the finance, gaming, consumer, or enterprise software industries
• 3+ years of experience directly managing customer support teams and spearheading blockchain-related customer support initiatives
• Command of industry-standard product tools and software, including GSuite, Salesforce, Intercom, Zendesk, and others alike
• Excellent verbal and written communication skills
• Ability to collaborate cross-functionally with team members to ensure user inquiries and feedback are integrated into RECUR’s platform
• Ability to effectively elicit feedback from RECUR’s leadership and quickly integrate it into RECUR’s support strategy
• Ability to communicate and collaborate effectively with team members from diverse industry backgrounds

Benefits & Perks 

• Commitment to being a remote-first company & embracing remote work best practices
• Company sponsored Health, Dental and Vision Benefits
• 3 weeks paid vacation, 10 company holidays and paid parental leave
  
• Equity in RECUR
• Industry focused lunch and learns, company swag, and flexibility to get the tooling you need to do your best work
• The chance to work with incredibly passionate people on a mission to shape an industry!

This is a completely remote role and can work anywhere in the US.

#LI-REMOTE