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Head of Customer Experience / Nym VPN

Nym__The_Next_Generation_of_Privacy_Infrastructure
Nym
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Job Description

Nym is a Web3 Privacy Tech, building the next generation of privacy infrastructure for the Internet. Our core technology is a decentralised and incentivised mixnet that allows integration with third-party applications and services to protect users' data and ensure their privacy at the network level.

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The Nym team is a world class mix of privacy experts, engineers, and thinkers spread across Europe. We believe that user privacy underpins democratic freedoms in a networked world, and we're proud to help roll back the surveillance society.

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Nym is seeking a dynamic and experienced Customer Experience Manager to pioneer and lead our customer experience / customer support efforts in Q1 2024. This role will play a critical part in optimizing Net Promoter Score (NPS) and Customer Satisfaction (CSAT) for our NymVPN and Node Operators' products. The ideal candidate will be responsible for designing and operating a comprehensive end-to-end Customer Experience stream.

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What you will be doing

CX strategy

  • Develop and implement a customer experience strategy for our entire range of products, esp. NymVPN, Node Operators tools/binaries and Wallet.
  • Devise and execute strategies to maximise our products’ Net Promoter Score (NPS) and Customer Satisfaction (CSAT) metrics, and minimise response times
  • Identify areas for process improvement and efficiency in customer support workflows
  • Implement best practices to enhance the overall customer experience for all products across all channels (Matrix, Discord, social media, email, etc.)

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Self-service support

  • Together with the Development and Product teams, and based on data-driven insights, steer and grow self-service support resources, including FAQs, tutorials, Developer portal / Operator guide and other content

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Multi-channel support

  • Define and set up detailed CX processes, support policies, tone of voice
  • Together with the Community team, implement and manage standard support across channels, including Discord, Matrix, social media, email, app stores
  • Where needed, set up relevant CX tools and platforms
  • Ensure timely and efficient responses to customer inquiries on all platforms
  • Handle technical and operational support issues, including but not limited to reimbursement requests, GDPR data inquiries, etc.
  • Collaborate with the Development and Product teams to troubleshoot and resolve complex user issues

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Feedback synthesis

  • Gather, analyse, and synthesize user feedback from multiple sources
  • Collaborate closely with Product and Development teams to relay valuable insights and contribute to product improvement
  • Team collaboration
  • Collaborate with Nym teams, including Community, Development, Marketing and Product, to align customer experience efforts with company goals
  • Provide training and support to internal teams on user-related matters

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What you bring to the team

  • Proven experience in a Customer Experience or Customer Support role, preferably in a tech-related industry
  • Familiarity with VPN technologies, privacy-enhancing tools and decentralized systems is a plus
  • Exceptional communication and interpersonal skills
  • Strong problem-solving abilities and attention to detail
  • Experience with customer support tools and platforms
  • Ability to thrive in a fast-paced, dynamic startup environment

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What we offer you

  • A diverse and collaborative team of 50+, interested in learning and solving problems together
  • 6 Weeks annual leave
  • Yearly learning and development allowance
  • IT hardware package tailored to your role
  • Remote working (with a bias towards being able to do in-person meetups periodically)
  • A competitive salary

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Apply Now

Company Overview

Nym protects internet traffic by routing it through a decentralised mixnet that can be accessed anonymously using zk-nyms. Use Nym tools to protect yourself, your communications, blockchains and apps from surveillance and unauthorised data collection.

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JOB LOCATION
JOB TYPE
Customer Support
JOB INDUSTRY
COMPANY NAME
Nym
KEYWORDS
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