Director of Customer Support

About us

In order to port over the next billion people into a secure and open financial system, you’re going to need a network of applications that connect to the fiat world… Wyre’s APIs make that happen.

Wyre’s on a mission to bring crypto to the masses - we’re pumped about building the infrastructure that will be used to build the future.

For visionary developers who want to build the next great crypto company, Wyre is the crypto stack that brings together the most powerful payment APIs in one place. To accomplish this mission, we’ve built a simple set of tools that allows fintech projects to materialize their visions. (1) Our instant Fiat-to-Crypto Checkout gateway is now being used by hundreds of applications (ie. MetaMask, Opera, Ledger) to offer the best way to convert card payments into crypto, and (2) Our flexible APIs (Transfers API, Custody API, Users API), allow projects to build e-wallets, merchant processing services, and money transfer platforms from the ground up.

As of December 2021, Wyre has raised over $55M in funding and currently is the backbone to over 1,200 partners and 7.6M accounts.

As the Director of Customer Experience, you’ll report directly into our CEO. You will lead a global Customer Support and Tech Support teams, ensuring a world-class experience for Wyre’s customers. We aim to provide the best experience in the industry.

You will be responsible for performance management of the Support Supervisors, team leads, and their team members, and creating reports to surface support stats to the rest of the organization.

The Director of Customer Experience is responsible for all hiring within the Support Teams including workforce planning and management. You will be the drive reinforcing team culture, and over time, evolving of this culture as the team grows.

Key responsibilities

• Collaboratively craft and implement a strong vision centered on our products, processes and enablement that support high quality customer experiences.
• Build out the processes, craft the roles and cultivate a culture that is primed to scale and adapt to our growing needs.
• Establish and monitor the flow of critical information across all levels and functions of the Customer Experience team, setting priorities based on the vision and stated objectives of the leadership team.
• Identify areas of opportunity across our workforce.
• Develop relationships across Sales, Customer Success, Product and Engineering departments to advocate for the best customer experience possible.
• Design, implement, and monitor key tooling and processes that ensure the future sustainability and quality of the support we provide to our customers.
• Motivate and empower the entire team to reach challenging goals as the needs of our customers and business continue to change.
• Manage risk by making thoughtful decisions in uncertain environments.

Requirements

• Experience running a global Customer Support and Tech Support teams (30+ individuals).
• A strong track record of coaching and mentoring employees to grow into new roles and achieve increasingly challenging accomplishments.
• Experience in FinTech / Crypto.
• Expertise in explaining ambiguous problems succinctly and clearly.
• Have genuine empathy and care deeply about the success of our team and customers.
• Natural curiosity to find opportunities to improve.
• Data driven, when data isn’t available, you will make sure you find the data needed.
• An ability to identify areas where resources fall short of needs and provide thoughtful and sustainable solutions to benefit the team.

Perks & Benefits

• An opportunity to build the future and freedom to work wherever you want.
• Fair pay, no matter where you live along with a competitive benefits package.
• Health, dental, and vision benefits for you and your family
• Equity options for all full-time employees
• 401(k) plan with corporate matching
• Computer setup of your choice
• Unlimited paid time off to relax and recharge
• Flexible work hours
• Opportunity to work in a growing startup