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- Tasks: Lead a global customer service strategy and manage a multilingual support team.
- Company: Join Coin Factory, a Swiss leader in cryptocurrency and blockchain innovation.
- Benefits: Enjoy competitive pay, flexible remote work, and comprehensive health coverage.
- Why this job: Be part of a passionate team revolutionising finance and gaming in a fast-paced environment.
- Qualifications: 7+ years in customer service leadership, preferably in crypto or fintech.
- Other info: We're an equal opportunity employer committed to diversity and inclusion.
The predicted salary is between 72000 - 108000 £ per year.
About Coin Factory
Coin Factory, headquartered in Switzerland, is a global leader in cryptocurrency and blockchain innovation, specializing in asset tokenization, decentralized finance, and gamification-as-a-service (GMaaS). Managing over $5B of digital assets, we empower startups, enterprises, and investors through tokens like MGC (Meta Games Coin), RZUSD, RealEstate, and products like CoinLoan, CoinMiner, and RankingGame. We\’re seeking a Global Director of Customer Service to deliver world-class support and enhance customer experiences worldwide.
Role Overview
Reporting to Chief Product Officer, the Global Director of Customer Service will lead Coin Factory\’s global customer service strategy, ensuring exceptional support for our diverse client base, including crypto enthusiasts, gamers, and institutional investors. You\’ll build and manage a high-performing, multilingual service team to support our token portfolio and products, driving customer satisfaction and loyalty in a fast-paced crypto environment.
About Coin Factory
Coin Factory, headquartered in Switzerland, is a global leader in cryptocurrency and blockchain innovation, specializing in asset tokenization, decentralized finance, and gamification-as-a-service (GMaaS). Managing over $5B of digital assets, we empower startups, enterprises, and investors through tokens like MGC (Meta Games Coin), RZUSD, RealEstate, and products like CoinLoan, CoinMiner, and RankingGame. We\’re seeking a Global Director of Customer Service to deliver world-class support and enhance customer experiences worldwide.
Role Overview
Reporting to Chief Product Officer, the Global Director of Customer Service will lead Coin Factory\’s global customer service strategy, ensuring exceptional support for our diverse client base, including crypto enthusiasts, gamers, and institutional investors. You\’ll build and manage a high-performing, multilingual service team to support our token portfolio and products, driving customer satisfaction and loyalty in a fast-paced crypto environment.
Requirements
Responsibilities
- Develop and execute a global customer service strategy to support users of Coin Factory\’s tokens (e.g., MGC, RZUSD) and products like GMaaS and CoinLoan.
- Build and lead a distributed, multilingual customer service team to provide 24/7 support via email, chat, and community platforms (e.g., Discord, Telegram).
- Implement scalable support processes and tools (e.g., Zendesk, Intercom) to handle inquiries related to token transactions, gaming integrations, and DeFi services.
- Collaborate with product and marketing teams to align support with user needs and brand messaging.
- Analyze customer feedback and service metrics to drive continuous improvement in user experience.
- Ensure compliance with global crypto regulations, including KYC/AML, in customer interactions.
- Foster a customer-centric culture, training teams to handle complex blockchain and gaming-related queries.
Qualifications
- 7+ years of customer service leadership experience, with 2+ years in cryptocurrency, blockchain, or fintech.
- Proven track record of building global support teams that achieve 90%+ customer satisfaction scores.
- Expertise in customer service platforms (e.g., Zendesk, Salesforce Service Cloud) and community management tools (e.g., Discord).
- Strong understanding of crypto markets, tokenomics, and blockchain gaming ecosystems (e.g., play-to-earn).
- Experience managing multilingual teams in high-growth, tech-driven environments.
- Exceptional leadership, communication, and problem-solving skills.
- Bachelor\’s degree in Business, Communications, or related field; advanced degree or relevant certifications preferred.
Benefits
Why Join Us?
- Competitive package (Base, bonuses, equity options).
- Lead customer experience for a leading crypto and blockchain innovator.
- Flexible remote work or join our dynamic team in Zug, Switzerland.
- Collaborate with a global, passionate team revolutionizing finance and gaming.
- Comprehensive benefits, including health coverage and professional development support.
How to Apply
Click \”Apply Now\” on LinkedIn and submit your resume, LinkedIn profile, and a cover letter detailing your experience in customer service leadership and passion for Coin Factory\’s mission. We\’re excited to meet leaders dedicated to delivering exceptional crypto support!
Coin Factory is an equal opportunity employer. We value diversity and are committed to fostering an inclusive workplace.
Seniority level
-
Seniority level
Director
Employment type
-
Employment type
Full-time
Job function
-
Job function
Customer Service
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Industries
IT Services and IT Consulting
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Global Director of Customer Service employer: Coin Factory AG
Contact Detail:
Coin Factory AG Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Global Director of Customer Service
✨Tip Number 1
Familiarise yourself with the latest trends in cryptocurrency and blockchain technology. Understanding the nuances of asset tokenisation and decentralised finance will not only help you in interviews but also demonstrate your passion for the industry.
✨Tip Number 2
Network with professionals in the crypto space, especially those involved in customer service roles. Engaging with communities on platforms like Discord or LinkedIn can provide insights into the challenges they face and how you can contribute to solutions.
✨Tip Number 3
Showcase your experience in building and leading multilingual teams. Highlight specific examples where you've successfully managed diverse groups, as this is crucial for the Global Director role at Coin Factory.
✨Tip Number 4
Prepare to discuss how you would implement scalable support processes using tools like Zendesk or Intercom. Having a clear strategy for enhancing customer satisfaction in a fast-paced environment will set you apart from other candidates.
We think you need these skills to ace Global Director of Customer Service
Some tips for your application 🫡
Tailor Your Cover Letter: Make sure to customise your cover letter specifically for the Global Director of Customer Service position. Highlight your experience in customer service leadership, particularly in the cryptocurrency or fintech sectors, and express your passion for Coin Factory's mission.
Showcase Relevant Experience: In your CV, emphasise your 7+ years of customer service leadership experience. Include specific examples of how you've built global support teams and achieved high customer satisfaction scores, especially in tech-driven environments.
Demonstrate Industry Knowledge: Use your application to showcase your understanding of crypto markets, tokenomics, and blockchain gaming ecosystems. This will demonstrate your fit for the role and your ability to lead a multilingual service team effectively.
Highlight Leadership Skills: Clearly outline your leadership, communication, and problem-solving skills in both your CV and cover letter. Provide examples of how you've fostered a customer-centric culture and trained teams to handle complex queries.
How to prepare for a job interview at Coin Factory AG
✨Understand the Crypto Landscape
Familiarise yourself with the latest trends in cryptocurrency and blockchain technology. Be prepared to discuss how these trends can impact customer service strategies, especially in relation to Coin Factory's products like MGC and CoinLoan.
✨Showcase Leadership Experience
Highlight your previous experience in building and managing customer service teams. Provide specific examples of how you achieved high customer satisfaction scores and how you fostered a customer-centric culture within your teams.
✨Demonstrate Multilingual Capabilities
If you have experience managing multilingual teams, be sure to mention it. Discuss how you effectively communicated and supported diverse customer bases, particularly in fast-paced environments like crypto and gaming.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills in real-world scenarios. Think about how you would handle complex customer queries related to token transactions or gaming integrations, and be ready to share your thought process.
