SatoshiLabs
Head of Customer Operations
NEWPragueFull-timeGlobal
š Executiveš Hybrid
ActivePosted within the last 30 days
Job Description
[AI-summarized by JobStash]
You will define and execute the long-term customer support vision, set priorities and success metrics, and establish what great customer support looks like. You will lead and develop team leads, drive operational excellence across processes, capacity planning and escalation frameworks, and identify bottlenecks to implement scalable solutions. You will own the automation and AI roadmap for support, collaborate with Product and other departments, and continuously evolve the support setup to improve scalability, efficiency and customer experience.
Requirements
- āProven experience leading customer support at scale
- āLeadership experience managing managers or team leads
- āAbility to translate strategic vision into execution
- āDeep understanding of customer support operations, processes, KPIs and tooling
- āExperience driving automation and AI initiatives in support environments
- āStrong analytical mindset and data-driven decision making
- āExcellent communication and stakeholder management skills
- āAbility to balance cost, quality, speed, and customer experience
- āPrior experience in the crypto industry is a plus
Responsibilities
- āDefine long-term customer support vision and success metrics
- āEstablish standards for great customer support
- āLead and develop team leads
- āDrive operational excellence across processes, capacity planning, and escalation frameworks
- āIdentify bottlenecks and implement scalable solutions
- āOwn the automation and AI roadmap for customer support
- āEnsure collaboration between customer support, product, and other departments
- āContinuously evolve the support setup to ensure scalability and efficiency
Benefits & Perks
- āOption to receive part of compensation in bitcoin
- āFlexible working hours
- āPossibility of working from home
- āBudget for professional growth (training, courses, workshops)
- āRegular company events and get-togethers
- āRenovated offices with gym, football table, billiards, PlayStation, and 3D printer
- āMultiSport card
- āCompany mobile tariff
- āFree parking
Tech Stack
customer supportKPIstakeholder managementoperationscapacity planningprocess improvementdata-driven decision makingAIescalation management