**Experienced Customer Experience & Vendor Operations Manager – Web3 and Digital Ownership**

Are you a seasoned leader with a passion for delivering exceptional customer experiences and driving operational excellence? Do you thrive in fast-paced environments where innovation and disruption are the norm? If so, we invite you to join blithequark, a pioneering company at the forefront of Web3 and digital ownership, as our Customer Experience & Vendor Operations Manager. **About blithequark** At blithequark, we're on a mission to onboard the world to Web3, a revolutionary technology that empowers individuals to take control of their money, digital identity, data, and property. As the leading infrastructure company in Web3, we provide our partners with cutting-edge solutions, from payment infrastructure to minting software for digital collectibles. With over 30 million people worldwide trusting our products, we're committed to delivering exceptional customer experiences that exceed expectations. **Why Join blithequark?** As a Customer Experience & Vendor Operations Manager at blithequark, you'll be part of a dynamic team that's shaping the future of Web3 and digital ownership. You'll have the opportunity to: * Collaborate with a talented team of professionals who share your passion for innovation and customer-centricity * Contribute to the development of industry-leading solutions that transform the way people interact with Web3 * Enjoy a comprehensive benefits package, including equity, unlimited holidays, paid parental leave, and a monthly budget to spend on our products * Participate in annual training and professional development programs to enhance your skills and knowledge * Work in a flexible, hybrid model that offers the perfect balance of autonomy and collaboration **About the Opportunity** We're seeking an experienced Customer Experience & Vendor Operations Manager to join our team in the Philippines. As a key member of our CX and Vendor Operations team, you'll be responsible for ensuring that we deliver best-in-class support to our customers. Your primary focus will be on managing a regional team of high-performing CX Support Agents, as well as our BPO partnerships. You'll work closely with cross-functional teams to drive continuous improvement and ensure that our customer experience meets the highest standards. **Key Responsibilities** As our Customer Experience & Vendor Operations Manager, you'll be responsible for: * Managing, supporting, and coaching high-performing CX Support Agents through team meetings, regular 1:1s, performance reviews, and continuous feedback * Managing and overseeing relationships with BPO partners providing customer support services * Overseeing team work for quality and process compliance, ensuring both individuals and the team meet organizational SLAs and KPIs * Creating and maintaining comprehensive reports tracking team performance and operational metrics (customer trends, inbound volumes, productivity) * Managing team capacity through time-off requests and shift scheduling to ensure no disruptions to our 24/7 operations * Assisting with hiring and new team member onboarding and training * Providing quality customer service, including answering customer enquiries, complaints, and manager escalations via email, chat, phone, and social * Identifying and leading initiatives and cross-functional projects that aim to improve operational processes * Supporting and mentoring team members in identifying and implementing workflow improvements * Managing contract negotiations and renewals with BPO partners **Essential Qualifications** To succeed in this role, you'll need: * 5+ years of management experience in Customer Support, Customer Success, and/or Operations * Experience working with and managing Business Process Outsourcing (BPO) relationships * Experience in contract management and negotiations * Experience in FinTech, Crypto, Web3, Consumer Tech * Strong written and verbal communication skills * Experience in data analysis and reporting * Familiarity with support CRM systems, preferably Amazon Connect * Ability to manage cross-functional projects * Experience working in a quickly scaling environment and ambiguity * Ability to understand complex systems and distill into clear operational processes **Preferred Qualifications** While not essential, the following qualifications would be beneficial: * Experience in Web3 and digital ownership * Knowledge of blockchain technology and its applications * Familiarity with NFTs and digital collectibles * Experience working with BPO partners in the Philippines **What We Offer** As a valued member of our team, you'll enjoy a comprehensive benefits package, including: * Equity package * Unlimited holidays * Paid parental leave * Annual training budget * Home office setup allowance * Monthly budget to spend on our products * Working in a disruptive and fast-growing industry where the possibilities are endless * Freedom, autonomy, and responsibility **Commitment to Diversity** At blithequark, we believe that every voice matters. We strive to create a mindful and respectful environment where everyone can bring their authentic self to work, and experience a culture that is free of harassment, racism, and discrimination. We're committed to diversity and inclusion in the workplace and are a proud equal opportunity employer. **How to Apply** If you're a motivated and experienced leader who is passionate about delivering exceptional customer experiences and driving operational excellence, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! **Note** Please be aware that blithequark does not request an AI-led interview without seeing a recruiter or team member from blithequark on video call. We won't ask for your personal identification documents or any money from you during your interview process with us. Be fraud smart! If you receive an email claiming to be from blithequark but from an email address ending in anything other than @blithequark.com, please be aware that this is not us.