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Bison Trails is the easiest way to run infrastructure on multiple blockchains.

Customer Experience Manager

$70k - $110k • 0.025% - 0.1%
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Bison Trails is building the infrastructure layer for next-generation blockchains.

Bison Trails is a software infrastructure platform to support block production and validation in the blockchain ecosystem. We are lowering the barriers for digital asset holders to interact directly with blockchains by building a best-in-class platform that makes running and managing computing infrastructure on these networks feel easy. Our team and brand value transparency, openness, empathy, trust, and approachability.

We are currently located in Tribeca, NYC. We are open to remote employees and provide competitive industry salaries along with equity grants with full coverage for health, dental and vision care.


About the Role

We are a highly skilled, passionate team that believes in the benefits of decentralization and the power of blockchain technology to provide financial and political freedom to the world. We are looking for experienced (3+ yrs), motivated self-starting individuals that have experience in supporting technical web applications or dev-ops tooling. Blockchain experience is a bonus but not strictly necessary.

If you would like to work on building the future of the decentralized web and develop an in-depth understanding of next-generation blockchain networks, this is the role for you.


As a member of our Customer Experience team, you will be working on supporting our customers with user onboarding, technical support, usability testing, and customer interviews. You will be responsible for leading our Customer Experience team in its next phase of growth. This means keeping the standard for service quality high even though we are growing very quickly. You will be responsible for growing the headcount of the team while at the same time developing processes to make them more efficient. You will communicate cross-functionally to ensure that sales and product both have a clear understanding of customer needs. We are looking for an entrepreneurial and charismatic leader who isn’t afraid to get their hands dirty in a startup environment.

What you'll do
Design and implement a comprehensive customer experience plan
Work closely with sales, product and operations to ensure seamless onboarding and timely cross-functional feedback
Maintain a pool of referenceable clients, providing references and participating in the sales process
Drive content creation for our self-service knowledge base
Lead hiring and expansion of the Customer Experience team as the company scales
General management responsibilities: Lead regular team meetings, generate weekly metrics reports, conduct periodic performance reviews
Continuous process & quality improvement for small account support
Proactive account management of high value accounts

Qualifications
5+ years experience in a service or sales role (2+ years managing a customer service team preferred), preferably in technology, insurance or financial services
Fluency with customer support platforms - ticketing, telephony, email support. Experience with Zendesk and Salesforce preferred
Blockchain credentials a plus
Excellent verbal and communication skills
Ability to form lasting client relationships quickly
Self-starter, comfortable with a rapidly changing office environment
Attention to detail and willingness to get in the weeds of support to resolve issues
You enjoy entrepreneurial environments and want to help build something meaningful
Located in NYC or willing to relocate. We are happy to relocate the right candidate

About the Founders

Joe Lallouz - CEO
Joe is a serial entrepreneur and angel investor in New York City and has been recognized by Forbes 30 under 30 and and Silicon Alley 100 as a technology leader. He is the CEO of Bison Trails, a next-generation blockchain infrastructure company. He was previously the co-founder of Grand St. an online marketplace for creative technology, acquired by Etsy in 2014. Joe holds a dual BS from RPI concentrating in Electrical Computer Systems Engineering and Economics and lives in Brooklyn with his wife and two dogs (a boxer and a French bulldog).

Aaron Henshaw - CTO
Aaron is an emerging tech enthusiast and serial entrepreneur who is currently co-founder and CTO of Bison Trails. Aaron is a calculated risk-taker with a knack for building and scaling successful companies. Embracing the core values of authenticity, creativity, and growth, Aaron has built a reputation for developing business strategies, incubating new business models and launching agile engineering teams. Hailing from Miami, Aaron is an avid traveler, talented chef and passionate mentor who brings a sunny disposition with him wherever he goes. Aaron holds a Electrical & Computer Systems Engineering and Economics dual degree from Rensselaer Polytechnic Institute, he is the former co-founder of Grand St and became a senior leader at Etsy Inc after they acquired Grand St. in 2014.

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