Customer Service Manager

The Republic of Palau's Digital Residency Program provides the world's first Web3 ID, which supports the application of Palau ID and ID on-chain. As the Customer Service Manager at RNS.ID, you will play a critical role in leading our customer service initiatives and ensuring that our customers receive unrivaled support. This role requires an individual who is not only well-versed in web3 and blockchain technologies but also demonstrates exceptional leadership and organizational skills. You will oversee the application screening process, coordinate regulatory submissions, and maintain the highest level of service quality by regularly updating internal procedures and assessment materials.

Job Responsibilities:
• Collaborate with the human resources department to conduct final interviews and select customer service representatives.

• Develop and implement assessment tools to evaluate candidates' suitability for the role.

• Provide comprehensive training to customer service representatives on product knowledge related to RNS.ID and communication channels, including LiveChat, Email, Discord, and Twitter.

• Conduct audits on LiveChat interactions, emails, and Discord messages to ensure adherence to established processes by providing constructive feedback to team members to enhance performance and alignment with processes.

• Final reviewing and screening of digital residency applications to ensure accuracy and compliance with established criteria.
• Verify KYC/AML and criminal background reports using available resources and articles.

• Verify the daily reports submitted by each customer service team member.

• Manage and assist the customer service team with questions and support related to processes.
• Handle escalated concerns across various communication channels, including LiveChat, email, Discord, and Twitter, ensuring prompt and efficient resolution for urgent cases.

• Develop detailed Standard Operating Procedures (SOPs) for the customer support team's reference and usage.

• Conduct meetings to align the team with product knowledge updates and new process implementations.
• Verify the final computation for customer service team incentives and coordinate with the payroll department for processing.

• Arrange schedules for the customer service team to ensure 24/7 support coverage is maintained.

• Serve as a direct point of contact for the client, addressing process and program updates as well as any related concerns requiring immediate attention.

Qualifications:
• Proven experience in customer service management or related roles.

• Experience in web3/blockchain services for at least 2-3 years and above

• Strong understanding of customer service principles and practices.

• Excellent communication and interpersonal skills.

• Ability to multitask and prioritize tasks effectively.

• Proficiency in using communication and productivity tools.

• Familiarity with KYC/AML procedures is a plus.