Head of Support

We are GetBlock.io, a leading provider of blockchain node access for projects, companies, and developers worldwide. Our mission is to deliver high-performance, reliable, and secure RPC services, supporting a wide range of blockchain networks and empowering the next generation of crypto applications.

We collaborate with talented individuals and teams who contribute to the development of blockchain infrastructure, innovative products, and effective marketing strategies. If you’re passionate about blockchain technology and eager to shape the future of Web3, we invite you to collaborate with us.

Responsibilities

• Organizing an omnichannel support pipeline;
• Collaborating with the business to define target quality levels, monitoring their fulfillment, and creating reports and proposals for improvement;
• Quality control of the support service, reducing response times, and monitoring employee workload;
• Formulating team KPIs;
• Maintaining documentation (knowledge base);
• Hiring/onboarding/offboarding L1 employees;
• Working closely with the technical support lead;
• Conducting incident reviews (post-mortem);
• Coordinating/scheduling planned work and timelines with clients.

Required Qualifications

• 3-5 years of experience in a similar position;
• Experience managing a customer and technical support team of 8 or more people;
• Ability to establish and optimize support processes;
• Experience with ticketing systems and their integration;
• Experience in building an analytics system (tickets, resolution times, recurring issues reformulated into tasks and projects);
• Experience in establishing a KPI system, setting and tracking them;
• Development of processes for onboarding, training, and testing employees;
• Ability to work in a multitasking environment and make quick decisions;
• Crisis management experience;
• Experience in the blockchain field is a plus.

We Offer

• Fully remote work format, an 8-hour workday.
• Corporate wellbeing programs designed to support your health and productivity.
• Essentials that are worth mentioning: paid time-off, health-related leave, supplementary days off.
• Opportunities for professional development and skill enhancement.