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Customer Success Team Lead

Sending.Me

Sending.Me

Customer Service, Sales & Business Development
Philippines
Posted on Monday, October 30, 2023

Customer Success Team Lead

Location
Philippines
Product
SendingMe
Team
Customer Success
Date
Empty
Type
Full Time

About Us

At Sending Labs, we don’t just create secure communication infrastructure as a pioneer. We create the future-focused communication products, services, and experiences that redefine what customers expect within the Web3 ecosystem from 2022.
We have a mission and passion to revolutionize the way we communicate in the Web3 era. In Feb 2023, we secured USD $12.5 million in seed funding from top and influential investors.
Our flagship products, SendingNetwork and SendingMe, create a truly decentralized Web3-native hub for secure chat, transactions, and community-building. We inspire and empower Web3 communities, developers and users with the tools and platform they need to communicate openly and securely while maintaining the users’ ownership over their data.
Our Sending Labs’ co-founders are serial entrepreneurs who had built a B2C mobile browser product to a community of over 200 million users globally prior to its acquisition in 2014.
Our team, consisting of more than 40 individuals located around the world, possesses very solid entrepreneurial experience, strong technical capabilities, and extensive experience in B2C products. The majority of them have graduated from Top universities and have worked in Fortune Global 500 technology companies.
We believe that people don't come here seeking safety. They come here to dive into the depths, to make their work count for something meaningful, something impactful, and something that couldn’t happen anywhere else.
Join Sending Labs, and let us shape and revolutionize the way we communicate in the Web3 together and you will have the chance to build a 1 billion users product from 0-1, making a significant impact on the world and the next generation. You know, it starts with YOU!

About This Role

As Customer Success team lead, you will be responsible for leading the team of community account managers to build the growth and management of our SendingNetwork and SendingMe community members and other SendingMe proprietary communities, as well as build strong relationships with Web3 communities such as the Games, NFT, DAO, Alpha etc and other web3 projects communities.
The ideal candidate will have a strong leadership background in user acquisition, user growth, community management, with B2C experience in an internet Web2/Web3 company. You will be a skilled communicator, with the ability to effectively engage and foster a sense of community among our community and club members.

Key Responsibilities

Define, build, and scale a full customer success team consisting of community account managers and customer service team which supports the community to oversee day-to-day operations and deliver on all key company and product objectives including facilitating product design, testing, localization, and growth etc.
Execute the community management strategy such as retention and customer success plan from the management team that grows and nurtures a flourishing of our SendingNetwork, SendingMe communities and others.
Strategically allocate resources to maximize impact and return on the SendingMe community, SendingNetwork community and others, across multiple channels, from our messaging platform to our social media spaces.
Design and execute on full scope customer success plans to drive user engagement and user growth across all communities.
Analyze consumer behavior and define target customer personas and segments while finding new ways to connect with target communities across each of the key product verticals.
Coordinating and managing a community calendar, working closely with all stakeholders to ensure smooth execution across all communication channels.
Planning, implementing, and leading community initiatives while tracking relevant community KPIs. Analyzing community data and trends to identify opportunities for growth and improvement.
Being passionate about building a web3 community and fostering strong connections with members to exceed their expectations.

Requirements

Bachelor's degree in Business Administration, Marketing and Communications, or a related major, from a reputable university;
5+ years of experience, 2 years or above experience in a community management leadership role or B2C customer success team role at an internet Web2/Web3 company;
An understanding and passion for the web 3.0, blockchain, crypto, and NFT spaces;
Proficiency in using social media and online community platforms, with knowledge of online platforms like Twitter, Discord, Telegram, etc.
Experience working in an agile environment on consumer-facing software products
A great collaborator, fantastic at simplifying/clarifying complex concepts, with great leadership abilities that motivate teams to deliver;
Experience growing product adoption and defining product differentiation in the marketplace;
Strong organizational, and problem-solving skills, with a proven ability to handle multiple priorities, workflow, and people;
Strong business sense and a commitment to excellence/high standards;
Ability to work effectively in a fast-paced, international, dynamic environment;
Based in Manila, Philippines.

Bonus Points

Experience working in a start-up culture.
Experience working with messaging platforms like Discord.
A willingness to help out where needed - regardless of the scope of your role.
An understanding of the Ethereum ecosystem, with an interest and curiosity to learn more.

Compensation & Benefits

Competitive salary, bonus, and benefits package.
Token or stock option for long term driving.
Be part of a rapidly growing industry where your work truly matters.
Collaborative and supportive work environment.

📫 Come join us and make a positive social impact!

Interested candidates are invited to download the SendingMe App and use the invitation code 'JOINUS' to add the 'Sending Labs HR' account to submit your resume.
Or
Email your resume to HR@sendinglabs.com and gloria@sending.me with the email subject “Philippines Application - Customer Success Team Lead".

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